IT Service Management in SAP Solution Manager

Transcription

1 Nathan Williams IT Service Management in SAP Solution Manager Bonn Boston

2 Contents at a Glance PART I Introduction 1 An Overview of IT Service Management User Interfaces for SAP ITSM Functions in SAP Solution Manager Preparing Your SAP Solution Manager System to Support SAP ITSM Functions PART II Application Incident Management 4 An Overview of Application Incident Management Application Incident Management End-User Roles and Process Flows Integration into Application Lifecycle Management Channels for Creating and Resolving Incidents and Problems Core Features of Application Incident Management Additional Features of Application Incident Management Functional Configuration for Application Incident Management PART III Change Request Management 11 An Overview of Change Request Management Change Request Management End-User Roles and Process Flows Additional Features of Change Request Management Enabling the Transport Management System for Change Request Management Functional Configuration for Change Request Management Maintenance and Project Administration Activities PART IV Reporting and Analytics 17 Introduction to SAP IT Service Management Reporting and Analytics: AIM and ChaRM Change Request Management Reporting and Analytics

3 Contents Introduction PART I: Introduction 1 An Overview of IT Service Management Overview of ITIL and IT Service Management Background What Is ITIL? IT Service Management Roadmap Application Lifecycle Management in SAP Main Components of Application Lifecycle Management ITIL s Six Phases of Application Lifecycle Management Incident Management Overview of Incident Management Incident Management According to ITIL Incident Management in SAP Solution Manager Service Request Management Overview of Service Request Management Service Request Management According to ITIL Service Request Management in SAP Solution Manager Problem Management Overview of Problem Management Problem Management According to ITIL Problem Management in SAP Solution Manager Change Management Overview of Change Management Change Management According to ITIL Integration of ALM and ITSM Summary User Interfaces for SAP ITSM Functions in SAP Solution Manager SAP CRM Web User Interface Key Features

4 Contents Navigating the SAP CRM Web UI Role-Specific Views Architecture Work Centers What Is a Work Center in SAP Solution Manager? Key Features of SAP Solution Manager Work Centers Navigating the Work Centers Architecture of SAP Solution Manager Work Centers Summary Preparing Your SAP Solution Manager System to Support SAP ITSM Functions Post-Installation and Technical Setup Overview System Preparation Basic Configuration IT Service Management Authorization Roles and Security Concept Incident Management User Roles Change Request Management Security Concept Master Data Maintenance Business Partners Organizational Model ibase Number Ranges Adapting the SAP CRM Web UI: Configuration and Personalization Business Role SOLMANPRO Business Role Maintenance Adapting the Business Role Personalizing the SAP CRM Web UI Layout Configuring the SAP CRM Web UI Layout Summary

5 Contents PART II: Application Incident Management 4 An Overview of Application Incident Management Goals and Motivation The Evolution of SAP Service Desk Application Incident Management in a Nutshell The Goal of Application Incident Management Architecture and Infrastructure IT Service Desk Operability with Related Components New Features and Enhancements Delivered with SAP Solution Manager Release 7.1-Based Transaction Types New Features in SAP ITSM Enhanced Features SAP CRM Web UI for Creating, Processing, and Tracking Overview Application Incident Management Web UI Summary Application Incident Management End-User Roles and Process Flows Roles in Application Incident Management Designing a Tiered Support Structure Active Users External/Background Roles Incident Management Process Breaking Down the Process of Incident Management Find Incident Receive Incident Search for Solution Dispatch Incident Provide Solution Problem Management Process Breaking Down the Process of Problem Management Find Problem Receive Problem

6 Contents Search for Solution Forward Problem Provide Solution Service Request Management Process Breaking Down the Process of Service Request Management Find or Create Service Request Receive Service Request Complete Checklist Item Access Workflow Task Summary Integration into Application Lifecycle Management Design and Build Phases Design Phase (Business Blueprint) Build Phase (Configuration) Test Phase Test Case Errors Relating Test Cases to Incidents Deploy Phase Operate Phase Technical Monitoring Alerts Business Process Monitoring Alerts Summary Channels for Creating and Resolving Incidents and Problems Inbound Channels SAP Frontend Integration Web Self-Service: SAP CRM Web UI Web Self-Service: Work Center Interaction Center Follow-Ups SAP Support Request for Change External Help Desk Integration Tasks Summary

7 Contents 8 Core Features of Application Incident Management Business Roles and Predefined User Interfaces SAP ITSM End User SAP ITSM Level 1 Support UI SAP ITSM Professional UI Hide Unused Assignment Blocks Details Categorization Processing Data Relationships Object Relationships Text Management Text Description Text Log Related Test Cases Template ID Test Package Status Text SAP Collaboration Overview SAP xsearch System Data Prerequisites SAP Component Additional Information Summary & Send Additional Activities SAP Notes SAP Note Search Options Integrated Capabilities Attachments Checklists Scheduled Actions Processing Log Related Transactions Summary

8 Contents 9 Additional Features of Application Incident Management Time Recording Overview Factors of Time Recording Process to Record Time Service Level Management Overview Key Concepts Assignment Block Details Date Types Date Durations Calculating IRT and MPT Dispatching Messages to the Support Team Overview Components for Rule Processing Options for Dispatching Knowledge Articles Overview User Interface Core Capabilities Summary Functional Configuration for Application Incident Management Chapter Overview How This Chapter Is Structured Assumptions Partner Determination Procedure Create a New Partner Function Assign New Partner Function to Partner Determination Procedure Specify Partner Function Display in Transactions Maintain SAP CRM Web UI Settings for Partner Determination Support Team Determination Configuration Overview

9 Contents Create Application in the Business Rules Framework Create the Ruleset Create the Decision Table Create the Rule Simulate the Rule Set Actions for Support Team Determination Automatic Forwarding of Messages Time Recording Define Activity Descriptions and Values Time Recording Reminders Categorization Baseline Categorization Schema Assign Transaction Types to Catalog Categories Create/Modify Schema Assign Application Area Activate Categorization Schema Updating an Active Schema Add Additional Category Levels Adding a Second Categorization Block Importing Categorization Schema to Another System Solution Categorization Text Management Text Determination Procedures Text Formatting System Text Templates Status Profile Create New Status Value Authorization Keys Status Mapping Status Dependencies SLA Escalation Define Service and Response Profiles Define SLA Determination Procedure Define Settings for Durations Specify Customer Time Status Adjust Thresholds for IRT and MPT Status Schedule Escalation Background Job Activate SLA Escalations

10 Contents 10.9 Actions and Conditions Automatic Notifications Priorities Priority Values Impact, Urgency, Recommended Priority Values Additional Capabilities Customer-Specific Application Components Create Follow-Up Document Processing Log Worklist Summary PART III: Change Request Management 11 An Overview of Change Request Management Goals and Motivation Top Drivers for Change Control Addressing the Challenges, Constraints, and Requirements ChaRM in a Nutshell The Goal of ChaRM Architecture and Infrastructure Components of Change Request Management The Three Tiers of Change Request Management An Introduction to Change Transaction Types New Features and Enhancements Delivered with SAP Solution Manager Transaction Types Decoupling and Reassigning Transport Requests Change Project Assignment Status-Dependent Import of Transport Requests Process Improvements Preliminary Import for Normal Changes Changes Delivered in Assignment Blocks Web UI for Creating, Processing, and Tracking Summary

11 Contents 12 Change Request Management End-User Roles and Process Flows ChaRM in the SAP Ecosystem Roles in Change Request Management Requester Service Employee Change Approver Change Advisory Board (CAB) Developer Tester IT Operator Request for Change Process Process and Tools Starting the Request for Change Process Subprocess: Scope Extension Key Differences between Normal and Urgent Changes Transport Request Handling Test Transports Maintenance Cycle Task List Normal Change Process Normal Change Process Overview End-User Roles in the Change Process Urgent Change Process Developer: Implements Change Tester: Tests Change Change Approver: Approves Change for Production Import IT Operator: Imports Change into Production Administrative Change Process IT Operator: Performs Administrative Activities Change Approver: Confirms Administrative Activities General Change Process Developer: Implements Change Tester: Tests Change Developer: Documents Change Change Approver: Evaluates and Confirms Change

12 Contents 12.9 Defect Correction Process Tester: Creates Defect Correction Developer: Implements Defect Correction Tester: Tests Defect Correction Summary Additional Features of Change Request Management Retrofit Overview Retrofit Process Overview (High-Level) Retrofit in Use Cross-System Object Lock (CSOL) Overview Common Use Cases Cross-System Object Lock in Use Critical Object Check Overview Critical Object Check in Use Managing Changes for Non-ABAP Systems Overview CTS+ Integration into Change Request Management Summary Enabling the Transport Management System for Change Request Management What You Should Know Before Setting up TMS for ChaRM Getting Started Import Strategy and Changes as of Release Enabling the Transport Management System for ChaRM Define Transport Routes Activate Extended Transport Control Configure Transport Strategy Check Transport Domain Controller Add Import Authorizations Create RFC Destination Domain Controller Summary

13 Contents 15 Functional Configuration for Change Request Management Chapter Overview How This Chapter Is Structured Assumptions Cross-ITSM Functionalities Basic Configuration Overview Integrate Change Request Management with SAP Solution Manager Activate SAP Solution Manager Services Standard Configuration Overview Set Project Assignment of Requests as Mandatory Specify Change Request Transaction Type Enabling SAP ITSM Process Integration Define General Copying Control Rules for Transaction Types Define Change Request Management Mapping Rules for Copying Control Adapting Standard Change Request Management Workflow Overview Status Administration Maintain Action Profile Maintain Conditions Approval Settings Overview Define Approval Settings and Assign Procedure to Transaction Type Approval Procedures Determined by Rule Modeler Extended Configuration Overview Critical Transport Objects Activate Cross-System Object Lock and Downgrade Protection Change Request Management Reporting Service

14 Contents Transport Request Import Strategy (Status-Dependent Imports) Additional Features View 7.0 Transaction Types in SAP CRM Web UI Define Risk Levels Adjust the Behavior of UI Objects by Status Define Which Transaction Types Must Be Completed with a Project Cycle Summary Maintenance and Project Administration Activities Implementation and Maintenance Projects Overview and Architecture Implementation, Template, and Upgrade Projects Maintenance Projects Creating an SAP Solution Manager Project Maintenance and Project Cycles Overview and Architecture Cycle Transaction Cycle Task List Project and Maintenance Cycle Phases Creating an SAP Solution Manager Maintenance Cycle Completing the Maintenance or Project Cycle Maintenance Cycles: Deciding Whether to Complete or Reuse Setting the Complete Phase: What to Expect Maintenance Cycle Strategy Example Common Scenarios IMG and CTS Projects Overview and Architecture Navigate IMG Project and CTS Data Summary

15 Contents PART IV: Reporting and Analytics 17 Introduction to SAP IT Service Management Reporting and Analytics: AIM and ChaRM SAP IT Service Management Analytics Overview SAP IT Service Management Analytics: Key Components Roles in SAP ITSM Analytics SAP IT Service Management Analytics Capabilities Search and Monitoring Interactive Reporting SAP Solution Manager with SAP NetWeaver BW SAP NetWeaver BW Integration into SAP ITSM Analytics SAP ITSM BW Dashboards SAP NetWeaver BW Reporting Summary Change Request Management Reporting and Analytics Introduction to Change Request Management Reporting Components of Change Request Management Reporting Data Collection Retrieving the Data Data Display Status of Data Change Request Management Reporting: Use-Case Examples Transport Request Tracking Transport Request Tracking Capabilities Enabling the Change Request Reporting Service Other Change Request Management Reports Project Logistics Task Lists Summary Appendices A Lessons Learned When Implementing SAP ITSM Functions A.1 Organizing an SAP ITSM Implementation A.2 Blueprint and Design Considerations

16 Contents A.3 System Configuration Approach A.4 Positioning Yourself for a Successful Go-Live A.5 Summary B Upgrading to SAP Solution Manager B.1 What You Need to Know to Transition to Release B.2 SAP ITSM Transition Strategy B.3 Configuration Upgrade Roadmap B.4 Summary C The Author Index

17 Introduction The release of SAP Solution Manager 7.1 delivered an improved, sophisticated, and entirely overhauled platform to support customers throughout Application Lifecycle Management (ALM) and beyond into the operations and optimization of their IT landscapes. Rather than renaming the product to merely keep up with product version standards, the latest release of SAP Solution Manager changes the game in regards to how customers are reacting to, focusing on, and investing in efforts to leverage as much functionality as possible. With nearly just a year into the general availability of SAP Solution Manager 7.1, the adoption rates of the existing SAP customer base have been overwhelming. SAP s investment in SAP Solution Manager proves that release 7.1 has been a key focus in regards to improvements in technology, openness, and usability. These improvements apply not only to SAP Solution Manager holistically, but also specifically to the new SAP IT Service Management (SAP ITSM) features delivered with release 7.1. Problems, incidents, service requests, requests for change, and changes to the landscape are all managed from a central platform. The processes across these areas provide automation, efficiency, and flexibility while also ensuring reliance and control from an IT management perspective. Rather than relying on manual processes, third-party tools, or human intervention, SAP Solution Manager provides the tools and control to effectively deliver and manage services related to your IT landscape. Some key benefits offered with SAP ITSM in SAP Solution Manager 7.1 include an enhanced infrastructure, web UI, and best-in-class messaging capabilities to deliver Application Incident Management (AIM) and Change Request Management (ChaRM) processes that are aligned to ITIL standards. Throughout this book, we will discuss how the following key improvements can be brought to life to enable an SAP ITSM solution for your organization: SAP ITSM supports the customer entire solution, beyond just SAP. IT assets such as mobile devices and printers can now be aligned to the processes within 21

18 Introduction SAP Solution Manager. A single, central platform can be leveraged to manage incidents and changes related to the entire landscape. The user acceptance rate is astonishing and can be attributed to the increased usability of SAP ITSM features. A flexible, simple, and customizable web UI is available for message processing and dashboard reporting. Guided procedures, which included automated setup features and integrated documentation, help to deploy the functionality at a more rapid and intuitive manner. SAP ITSM is not just a capability for the technical teams. Incident Management, Problem Management, Service Request Management, and Change Request Management span the entire IT and business organization. SAP ITSM is included in enterprise support. As of release 7.1, it s nearly impossible to develop a business case to procure, license, install, and support a thirdparty SAP ITSM application when SAP Solution Manager offers the same (if not better) capabilities. Regardless of which application lifecycle phase you may be in or which products comprise your installed base, this book will walk you through the steps of transitioning the benefits of SAP Solution Manager 7.1 into a reality for your organization. This book will help build a strong business case for implementing and/or upgrading to SAP ITSM in SAP Solution Manager. Who This Book Is For This book has been developed to reach a wide audience. At a high level, the content within this book is intended for members involved in the delivery of IT services. For implementation projects, this means service strategy teams and stakeholders. For support projects, this typically means members of the Center of Excellence (COE). The material within this book, depending on the chapter, is relevant to the CIO, IT leadership, service leads, team leads, support staff, and SAP Solution Manager owners and administrators. Certain chapters contain overview material, reporting capabilities, and process descriptions that appeal to managers and executives. On the other hand, a large portion of the book is reserved for how-tos, configuration activities, and lessons learned that will benefit those tasked with leading and implementing SAP Solution Manager. 22

19 Introduction What This Book Covers Part I of the book starts with an overview of IT Service Management. We start by describing the processes at a high level to establish a foundational context that supports the overall content of the book. Following, we enter a discussion on the UIs available within the SAP ITSM features in SAP Solution Manager. We discuss the basic setup activities, including post-installation activities and master data setup, in order to prepare you to begin the functional configuration of SAP ITSM processes. Chapter 1 This chapter provides a basic overview of SAP ITSM, ITIL, ALM, and how SAP Solution Manager delivers these functions in an integrated manner from a central platform. Readers who are new to these frameworks and methodologies will be provided with a high-level understanding of the concepts and terminology. The objective of this introduction is to set the foundation for the rest of the material, concepts, and functionalities described within this book. Chapter 2 This chapter introduces you to the new SAP CRM Web Client UI delivered with 7.1 and explain its layout, navigation, and structure. Because Work Centers remain an integral part of SAP Solution Manager, this chapter will also explain the key features, navigation, and the structure of Work Centers. Chapter 3 This chapter provides the post-installation steps that are required before deploying any of the SAP ITSM functionality. SOLMAN_SETUP, as it relates to SAP ITSM functionality and the required prerequisites, is explained in this chapter. This chapter also describes the security authorizations, master data settings, and UI setup required to execute both administration and end-user SAP ITSM functions. We then begin Part II of the book, Application Incident Management. We provide an overview of Application Incident Management (AIM), discuss the ins and outs of its subprocesses, and describe how it integrates into Application Lifecycle Management (ALM) for SAP. We provide an overview of the features of AIM and then show you how to configure those features. Chapter 4 This chapter provides an overview of AIM, including its goals, infrastructure, changes in the new release, and UI. 23

20 Introduction Chapter 5 This chapter highlights the business partner roles that are delivered in release 7.1 for AIM. Their duties are described in an effort to prepare organizations to begin a role-mapping concept. Additionally, each transaction type s corresponding process flow will be explained in detail. Chapter 6 AIM can be aligned to any or all SAP implementation or operation phases. This chapter identifies when, where, and how AIM can benefit implementation or support teams. Recommendations are given for when and why to adopt AIM processes specific to your organization s requirements. Chapter 7 There are several options for initiating the AIM process (i.e., for an end user to request an incident to be sent to the SAP Solution Manager system). This chapter explains each method available for creating a problem or incident. Chapter 8 This chapter explains the data and functionality contained in the AIM assignment blocks in the SAP CRM Web UI. Many of these functions have been overhauled since release 7.0 with both a different look and feel. This chapter describes each of the functions available for incident/problem creation, processing, and closing. Further, this chapter explains the steps necessary to leverage these functions according to best practices. Chapter 9 This chapter describes some important functionalities within AIM: Time Recording, Service Level Agreements (SLAs), message dispatching, and knowledge articles. These are all important to the process of AIM, and many have new functionality offered in the 7.1 release. Chapter 10 This chapter provides a description, as well as a step-by-step guide, for the configuration settings required to enable AIM. Tips, tricks, and best practices for configuring AIM features will be provided within each subsection. Part III of the book, Change Request Management, is structured similary to Part II; however, it s tailored to address the ChaRM functionality within SAP Solution Manager. We close the book out by providing an overview of the SAP ITSM reporting and analytics capabilities and lessons learned throughout our prior engagements with SAP Solution Manager. 24

21 Introduction Chapter 11 This chapter provides an overview of ChaRM, including its goals, infrastructure, features of the new release, and UI. Chapter 12 This chapter highlights the business partner roles that are delivered in release 7.1 for ChaRM. Additionally, each transaction type s corresponding process flow is explained in detail. Chapter 13 In addition to the core features of ChaRM, there are several additional features that support change control. This section describes those additional features that support customers who have dual landscapes, non-abap systems, and special handling procedures for specific objects. Chapter 14 This chapter describes the process and steps to set up Transport Management System (TMS) for a ChaRM environment. Additionally, this chapter describes other basic technical setup activities that aren t covered by the automatic configuration in SOLMAN_SETUP. Chapter 15 This chapter provides a description, as well as step-by-step guide, for the configuration settings required to enable ChaRM. Tips, tricks, and best practices for configuring ChaRM features will be provided within each subsection. Chapter 16 This chapter describes the maintenance and project administration activities required to begin a ChaRM project. It discusses the projects required to activate ChaRM as well as the steps required to generate a project cycle and a maintenance cycle. In Part IV, we explain the reporting and analytics capabilities that are provided standard from SAP Solution Manager to support ITSM functions. We'll provide an overview of the capabilities offered to measure ITSM KPIs that support executive leadership roles in the IT organization, down to the support staff. Capabilities that support both AIM and ChaRM will be covered, and we'll also take a look into the SAP NetWeaver BW reporting features delivered with release 7.1. Chapter 17 This chapter covers the SAP ITSM reporting and analytics capabilities available within SAP Solution Manager. Interactive reports, powerful search and monitoring 25

22 Introduction capabilities, dashboards, and the SAP Solution Manager plus SAP NetWeaver BW option are discussed. Chapter 18 This chapter describes the main reporting tools available for ChaRM. In addition to reporting on the status of requests for change and change documents, transports objects are collected from the managed systems and presented in SAP Solution Manager as well. We then provide two supplemental appendices. Appendix A This appendix provides lessons learned and best practices for implementing AIM and ChaRM for an organization. From strategy and design to go-live and support, this appendix explains how to avoid common pitfalls throughout implementation. Appendix B In many scenarios, customers will have ChaRM or Service Desk live in a release 7.0 environment. To protect that data, it s recommended that you perform an upgrade to release 7.1. There are several issues to take into consideration when upgrading to release 7.1. This appendix describes what each customer who requires an upgrade will need to know, as well as best practices for making the transition. All configuration samples and screenshots were prepared using SAP Solution Manager 7.1, Service Pack 07, available at the time of the writing of this book (December 2012). 26

23 Regardless of the size, complexity, or scope of the ITSM functionality you decide to deploy through SAP Solution Manager, there are preparatory activities that must be completed before diving into the functional configuration. This chapter highlights those activities, and provides use case examples that will help guide you through setting them up. 3 Preparing Your SAP Solution Manager System to Support SAP ITSM Functions Now that you have a thorough understanding of the integration between Application Lifecycle Management (ALM) and IT Service Management (ITSM), as well as the supporting frameworks to enable the delivery of IT services, it s time to start standing these processes up in your SAP Solution Manager system. Before we dive into the meat of the SAP ITSM scenarios, we must begin by building a base. This chapter provides an overview of the prerequisite and basic setup activities that will establish the foundation for subsequent activities related to building out your SAP ITSM strategy in the SAP Solution Manager system. Building this foundation consists of the following main areas: Post-installation and technical setup Authorization roles and security concept Master data maintenance Adapting the SAP CRM Web UI: configuration and personalization The content described in this chapter spans technical, Basis, security, SAP Solution Manager, and SAP CRM tasks. Although we don t expect you to be an expert in all of these areas, our objective is to provide the information necessary for you to execute and/or lead the completion of tasks related to these areas to prepare your SAP Solution Manager system to receive SAP ITSM. 89

24 3 Preparing Your SAP Solution Manager System to Support SAP ITSM Functions 3.1 Post-Installation and Technical Setup After the Basis team has finished either upgrading or installing the latest SAP Solution Manager 7.1 system and delivered it as available, you must take the necessary steps to stand up SAP ITSM. This section provides an overview of the basic configuration steps required prior to configuring the SAP ITSM scenarios in SAP Solution Manager. We ll describe which steps are critical and how to perform them before the SAP ITSM processes can be enabled. The objective of this section is to provide you with the critical steps required to prepare your SAP Solution Manager system to run SAP ITSM processes. You ll notice a lot of steps and activities that are touch points to other scenarios within SAP Solution Manager. For our purposes, we can ignore those. Additionally, there are cases where the guided procedures include tasks that will be discussed in detail in later chapters Overview Most likely the first transaction you ll execute after the SAP Solution Manager system has been installed is Transaction SOLMAN_SETUP. Transaction SOLMAN_ SETUP provides guided procedures to help quickly deploy the basic configuration settings required before incorporating business and IT requirements into the SAP Solution Manager scenarios. Documentation, accelerators, and direct links to the activities performed within the SAP Solution Manager system are provided within Transaction SOLMAN_ SETUP. In many cases, automatic deployment of configuration is available to rapidly apply the configuration. In other cases, which will be noted, you must manually configure the settings. For these cases, documentation is provided along the way with step-by-step instruction. Note For guidance on the necessary authorizations to perform the basic configuration, see SAP Note : ST7.0 and 7.1 SP01 and Higher: Roles for SOLMAN_SETUP. Figure 3.1 identifies the UI of Transaction SOLMAN_SETUP. 90

25 Post-Installation and Technical Setup 3.1 Roadmap Help Section Activities Navigation Log Figure 3.1 SOLMAN_SETUP Architecture The following components make up the overall architecture of the basic configuration activities: Navigation bar Selecting an area within the navigation bar will determine which set of activities get displayed. For the purposes of SAP ITSM and to stick within the scope of activities within this book, we ll focus on the following areas: System Preparation Basic Configuration IT Service Management We recommend that the basic configuration activities be completed in their entirety after the SAP Solution Manager system has been installed and/or upgraded. For our purposes, we ll limit the overview and instruction to activities dealing specifically with ITSM. Roadmap The roadmap section identifies where you are within the basic configuration steps. Depending on which navigation item you select, the roadmap will update accordingly. At each phase in the roadmap, colored icons will identify the status of each phase (as described in Table 3.1). 91

26 3 Preparing Your SAP Solution Manager System to Support SAP ITSM Functions Status Description Step was performed successfully. Step was performed with warnings (recheck needed). Step requires reexecution because of system update. Step was performed with errors (recheck and re-execute). Table 3.1 Transaction SOLMAN_SETUP Status Information Icons Help section Each Transaction SOLMAN_SETUP screen has a Help section that typically provides background information about the selected activity as well as expected results after the activity has been performed. Activities The Activities section provides links to execute both automatic and manual tasks as well as links to the associated documentation. Status information and execution status is recorded to help identify which tasks have been completed successfully. Log The Log section provides detailed information immediately following the execution of an activity. The log keeps a history of the activity that was performed, by who, when, and the resulting status System Preparation For system preparation, we ll complete the steps described in the following subsections. You ll find a brief overview of each of these steps, as well as instructions on how to configure these basic settings. Create Users Creating the SAP Solution Manager users with Transaction SOLMAN_SETUP guided procedures is quick, simple, and automatic. After a few clicks, all of the required system and dialog users, passwords, and their roles are automatically created. 92

27 Post-Installation and Technical Setup 3.1 You have the flexibility to perform any of the following maintenance activities, depending on whether the users need to be created or updated. For the following activities, ensure that you re in the System Preparation Create Users work area. Create New Users (use one of the following methods) Select the button Create All Users. Select each user one by one, and then select the Execute button. Update Authorizations Select the user that requires the update (Transaction SOLMAN_SETUP will provide status information if this is the case). Select the option to Update Authorizations of Existing Users in the Action field. Click Execute. Update Passwords Select a system user. Select the option to Update Password in the Action field. Select Execute. Note Keep the following in mind when maintaining users and passwords from SAP Solution Manager: Passwords for dialog users (e.g., SOLMAN_ADMIN) aren t needed and therefore don t require maintenance. If your system users are controlled via Central User Administration (CUA), they can t be maintained from Transaction SOLMAN_SETUP. Figure 3.2 identifies the area in Transaction SOLMAN_SETUP for creating users. Check Installation In these steps, the SAP Solution Manager automatically performs a series of various checks to validate that those specific parameters, system settings, connections, configurations, and prerequisites are fulfilled prior to configuring the scenarios in SAP Solution Manager. 93

28 3 Preparing Your SAP Solution Manager System to Support SAP ITSM Functions Figure 3.2 Create Users: Transaction SOLMAN_SETUP To perform these steps, do the following: 1. Ensure you re in the System Preparation Check Installation work area of Transaction SOLMAN_SETUP. 2. Select the button Execute All. 3. Each activity description below should result in a green status after they have been executed as shown in Figure 3.3. Any errors or warnings will appear in the log in the bottom of the screen. Correct the errors and warnings before proceeding. Figure 3.3 Check Installation Activities Successful 94

29 Post-Installation and Technical Setup 3.1 Implement SAP Notes Implementing the SAP Solution Manager central correction note is absolutely essential before beginning the configuration of SAP ITSM scenarios (or any SAP Solution Manager scenario). The central correction note contains a collection of notes that provides a foundation for configuration as well as fixes to various configurations within SAP Solution Manager. In the guided procedure, you must complete all of the following steps associated with applying the central correction note: Downloading the note from SAP Importing the note via Transaction SNOTE Performing post-processing Transaction SOLMAN_SETUP provides the central point to launch these activities as well as track the processing status. However, the central correction note is applied via Transaction SNOTE (which you ll notice when you begin to execute these activities). Important! Be sure to pay attention, note, and perform all required manual post-processing steps. While Transaction SNOTE will import the majority of the corrections automatically, there will be cases in which manual post-processing is required. Don t overlook or think you can skip these steps. If you don t perform them, you ll encounter issues in the future. Often, SAP will provide updates (new notes) to the central correction note associated with the support package your SAP Solution Manager system is currently on. There are three different ways to identify the updates: An information pop-up box appears when you access the System Preparation activities. An indicator in the roadmap next to the text Implement SAP Note warns you that you must reexecute the activity. The Updates Needed field is flagged in the steps to implement the note. Execute these activities by clicking on the relevant links as shown in Figure 3.4. You ll be taken directly to the Transaction SNOTE in the SAP GUI. To complete 95

30 3 Preparing Your SAP Solution Manager System to Support SAP ITSM Functions these activities, adhere to your organization s standard process for implementing SAP Notes. Figure 3.4 Steps to Implement Central Correction Note Configure ABAP This simple, automated configuration performs the following key activities: Creates SAP Solution Manager as a system in your landscape Creates the logical systems for SAP Solution Manager Activates the Service Data Control Center (not relevant for SAP ITSM) Simply clicking the Execute selected button above the SOLMAN_SETUP activity will achieve these basic configuration settings. Web Service Configuration Web Service Configuration, although not directly related to the SAP ITSM functions, should not be skipped because we re configuring all of the System Preparation tasks within Transaction SOLMAN_SETUP. These basic configuration settings enable the necessary activation for web services related to SAP Solution Manager; that is, services related to web dispatcher, authentication types, and the creation of logical ports. Because these items are beyond the scope of our book we won t go into depth about the web services. The web services can be activated by clicking on their respective links and following the related documentation for how to configure them. Prepare Landscape The activities within the Prepare Landscape section of Transaction SOLMAN_ SETUP relate almost exclusively to synching content from the System Landscape Directory (SLD) to the Landscape Management Database (LMDB). The LMDB, 96

31 Post-Installation and Technical Setup 3.1 which can be considered the next-wave System Landscape area (Transaction SMSY), must be populated with the systems SAP ITSM will control. As of SAP Solution Manager 7.1, certain key activities can t be administered in Transaction SMSY. For example, the creation of Remote Function Call (RFC) connections must be set up in the LMDB. So, to begin configuring the ChaRM scenario within SAP ITSM, your managed systems must be populated within the LMDB. Administering the SLD and LMDB are technical tasks that the Basis (technical) teams are responsible for. In subsequent chapters, we ll discuss the LMDB further as well as describe how to generate the RFC connections to the managed systems within the LMDB. In Transaction SOLMAN_SETUP, guided procedures and documentation are available to help you populate the LMDB with your systems via SLD synchronization Basic Configuration In the Basic Configuration area of Transaction SOLMAN_SETUP, SAP ITSM is primarily concerned with the tasks within the Configure Automatically section. Like the other areas of Transaction SOLMAN_SETUP, we recommend that they are all configured as part of post-processing the SAP Solution Manager system. For the purposes of our book, we ll continue to explain the basic configuration steps necessary to begin the configuration of SAP ITSM. Configure Automatically Specifically, the following tasks within the Configure Automatically section are critical for SAP ITSM: Activate Piece Lists Create External Aliases Activate Services Prepare Business Partner Change Business Partner for SAP Support Generate Business Partner Screen 97

32 3 Preparing Your SAP Solution Manager System to Support SAP ITSM Functions Schedule Background Jobs Connection to SAP Schedule Standard Jobs Clean-up Priorities from Issues Schema At a minimum, these configuration activities must be completed prior to beginning the configuration of your SAP ITSM scenarios. The documentation within Transaction SOLMAN_SETUP will provide an overview of each of these activities. To configure them, you can select either the Execute All or Execute Selected buttons, depending on your configuration approach IT Service Management In this section of the Transaction SOLMAN_SETUP activities, we ll describe the basic configuration specific to SAP ITSM. As previously mentioned, there will be some steps within this section that we ll postpone for now. The postponed steps will be described in more detail in subsequent chapters. We will cover configuration and setup activities, including use case examples, throughout the following chapters: Chapter 10 Chapter 14 Chapter 15 Chapter 16 Incident and Problem Management From the main page of SOLMAN_SETUP, select the Incident & Problem Management button shown in Figure 3.5 to begin the guided procedures for the first SAP ITSM scenario. Figure 3.5 Select Incident Management Guided Procedures 98

33 Post-Installation and Technical Setup 3.1 Figure 3.6 shows the Transaction SOLMAN_SETUP areas specific to Incident and Problem Management. The activities shown in the gray boxes are covered in this chapter. When navigating through these areas, you ll see a lot of other tasks that are related to this SAP ITSM scenario. For now, we ll place those activities on hold until we reach a later chapter. For tracking and documentation purposes, you have the option to manually set the execution status for each activity to help you keep track of what still must be performed. Check Piece List Activation Maintain BCOS_CUST Copy SAP Customizing Specify Incident Tx Types Classify Transaction Types Maintain SAP Customer # S-User for SAP Backend Create Product Hierarchy Figure 3.6 Incident and Problem Management Activities We ll go over the areas shown in the figure in the following subsections. Check Piece List Activation This step will run a check to make sure that the piece lists have been activated (we performed the activation in Basic Configuration). After you execute the check, you should receive a log entry as shown in Figure 3.7. If you receive an error or warning, you may have skipped this in Basic Configuration. Figure 3.7 Piece List Activation Log Copy Transaction Types A transaction type, also referred to as a document type, defines the attributes and characteristics of a SAP CRM business transaction. Transaction types exist in SAP Solution Manager for any functionality that leverages messaging capabilities. For 99

34 3 Preparing Your SAP Solution Manager System to Support SAP ITSM Functions example, problem messages, incident messages, defect corrections, and requests for change are all transaction types in SAP Solution Manager. Copying the standard transaction types into a customer namespace ensures that changes (both during implementation and in the future) to Customizing are not overwritten as a result of support packages, upgrades, or related maintenance activities. SAP Solution Manager 7.1 provides a Transaction Type Copy Tool screen that automatically copies standard transaction types and their associated profiles (e.g., status, partner, action profiles). To use this screen, follow these steps: 1. Launch the Transaction Type Copy Tool screen by selecting the Start Transaction button next to the task Copy SAP Standard Customizing. 2. In the next screen (Figure 3.8), enter the value SMIN in the Source Transaction Type field, and the value YMIN in the Target Transaction Type field. Figure 3.8 Transaction Type Copy Tool 3. On the next page, Copy Transaction Type (SMIN YMIN), select the Start Copying Process button ( ). 4. Confirm all of the prompts to store the Customizing in a transport request. 5. Confirm that your logs contain no errors as shown in Figure

35 Post-Installation and Technical Setup 3.1 Figure 3.9 Copy Transaction Type Logs You must repeat this process for each transaction type in scope for your SAP ITSM scenario. Chapter 4 provides an overview of each transaction type relating to SAP ITSM functions. Maintain BCOS_CUST In the Automatic Configuration section, you execute the automatic activity that populates Table BCOS_CUST with the appropriate entry. For Incident Management, this entry is required when incidents are generated from the Help Create Support Message option. Specify Transaction Types for Incidents In the Manual Configuration section, you begin by specifying which transaction type will be triggered when a new incident is created from SAP Solution Manager. Because you have copied the standard SMIN into your customer namespace, you want to call the YMIN incident transaction type. 1. Select the link Start Transaction next to the activity Specify Transaction Type for Incidents. 2. In the SAP GUI screen that appears, maintain your incident transaction type in the PROCESS_TYPE field as shown in Figure Figure 3.10 Specify Incident Transaction Type 3. Click Save. Classify Transaction Types In this manual activity, you ll classify the transaction type for Incident Management depending on one of four scenarios: 101

36 3 Preparing Your SAP Solution Manager System to Support SAP ITSM Functions Default (normal Incident Management usage) Software partner (you get messages from SAP regarding software development) Service provider (Incident Management is deployed for several customers) SAP Business ByDesign (Incident Management is deployed for SAP Business ByDesign) Follow these steps: 1. Start the transaction for the activity Classify Transaction Type(s). 2. In the SAP GUI screen that appears, click the New Entries button. 3. Enter the details as shown in Figure 3.11, depending on your scenario. Figure 3.11 Classify Transaction Type for Incident Management Maintain SAP Customer Number In this manual configuration activity, you maintain your SAP customer number(s) to use basic SAP Solution Manager functions: 1. Press the Start transaction link to begin the activity Maintain SAP Customer Number. 2. In the SAP GUI screen that appears, select your customer number from the Processed by Number field as shown in Figure Click Execute. Figure 3.12 Maintain SAP Customer Number Maintain S-User for SAP Backend In this manual configuration activity, you define which SAP Solution Manager users communicate with SAP support when leveraging the backend communication 102

37 Post-Installation and Technical Setup 3.1 via Incident Management. For these users, their SAP S-user must be maintained in SAP Solution Manager. Note Depending on your scenario (i.e., how many customer numbers are managed by SAP Solution Manager), you ll want to examine the documentation within this activity to learn more about the requirements for your organization. Follow these steps: 1. Start the transaction Maintain S-User for SAP Backend. 2. Click the New Entries button. 3. In the User column, enter the user ID of the person communicating to SAP. 4. Enter the S-user ID (without the leading zeros) in the Contact Person column as shown in Figure Click Save. Figure 3.13 S-User Assignment Create Product Hierarchy In this manual configuration activity, you define a product hierarchy for service in which SAP Solution Manager will assign a subcategory and products. This is a one-time setup activity that is required by SAP Solution Manager. Follow these steps: 1. Start the transaction for Create Product Hierarchy. 2. In the SAP GUI screen that opens, execute the report. Change Request Management To conclude the guided procedures within Transaction SOLMAN_SETUP, you ll perform the basic configuration pertaining to the Change Request Management (ChaRM) scenario of SAP ITSM. As we have previously mentioned with Incident Management, we ll postpone the majority of these tasks for later explanation. 103

38 3 Preparing Your SAP Solution Manager System to Support SAP ITSM Functions In Transaction SOLMAN_SETUP, select the Change Request Management radio button (Figure 3.14) to display the related tasks. Figure 3.14 Select Change Request Management Guided Procedures After selecting this radio button, you ll see activity areas that are similar to those within the Incident and Problem Management guided procedures. The additional activity area is Implement SAP Note, which is shown in Figure Check Piece List Activation Copy SAP Customizing Download & Import Maintain BCOS_CUST Figure 3.15 Change Request Management Activities Similar to how we described the Incident and Problem Management activities, we ll walk you through the basic configuration steps that are prerequisites to future content within this book. Check Piece List Activation Follow the same instructions as described in the previous section for checking the relative ChaRM piece lists. Implement SAP Note Just like the central correction note applied in System Preparation, SAP Solution Manager delivers a central note for ChaRM activities. The ChaRM central correction note is applied in the same manner. The note is automatically deployed via Transaction SNOTE when launched from Transaction SOLMAN_SETUP. 104

39 Post-Installation and Technical Setup 3.1 Important! Be sure to pay attention, note, and perform all required manual post-processing steps. Although Transaction SNOTE will import the majority of the corrections automatically, there will be cases in which manual post-processing is required. Don t overlook or think you can skip these steps. If you don t perform them, you ll encounter issues in the future. Copy SAP Customizing Follow the instructions we provided for this step within the Incident and Problem Management guided procedures for the ChaRM transaction types: SMCR (Request for Change) SMHF (Urgent Change) SMMJ (Normal Change) SMTM (Defect Correction) Maintain BCOS_CUST In this activity, SAP Solution Manager makes the necessary table updates to Table BCOS_CUST required for ChaRM. You may automatically execute this task, as you previously did for Incident Management. Figure 3.16 shows how Table BCOS_ CUST should look after you ve completed this step for both scenarios (Incident Management and Change Request Management). Figure 3.16 Table BCOS_CUST (Complete) Now that we ve discussed the preparatory activities that can be completed via SOLMAN_SETUP (or manually from the SAP Solution Manager IMG), we will begin our discussion on authorization roles and security concepts for ITSM. 105

40 3 Preparing Your SAP Solution Manager System to Support SAP ITSM Functions 3.2 Authorization Roles and Security Concept In this section, we describe which authorization roles are required within the SAP ITSM scenarios for technical and end users. Note Authorization roles, also referred to commonly as PFCG roles, are used to implement the security concept. With authorization roles, you enable users to perform various activities and restrict users from performing activities outside of their required job duties in the SAP ITSM scenario. Chapter 5 will discuss details concerning the end user roles within SAP ITSM and their specific job duties according to the process being delivered. The objective of this section is to provide you with role matrices for each SAP ITSM scenario so that you have a basis for assigning these roles to test users. Note Details regarding authorization roles in the SAP Solution Manager system can be found within the security guide for SAP Solution Manager 7.1 via the following path to the SAP Service Marketplace: SERVICE.SAP.COM/INSTGUIDES SAP Components SAP Solution Manager Release 7.1 Security Guide SAP Solution Manager 7.1 (beneath Operations) Incident Management User Roles Table 3.2 identifies the authorization roles required to perform Incident Management process activities. Each role involved in Incident Management (e.g., administrator, processor, key user, and display user) will be assigned single roles, based on the matrix in this table. Alternatively, SAP provides composite roles that can also be assigned to the users. A composite role consists of several single roles that are related to processing the same set of activities. 106

41 Authorization Roles and Security Concept 3.2 Authorization Role Admin Processor Key User Display User SAP_SM_BI_BILO X X X SAP_BI_E2E X X X SAP_BW_SPR_REPORTING X X X SAP_SM_BI_EXTRACTOR X X SAP_SM_BI_ADMIN SAP_SM_BI_SPR_REPORTING X X SAP_SM_BI_DISP X X SAP_SM_CRM_UIU_FRAMEWORK X X X SAP_SM_CRM_UIU_SOLMANPRO X X X SAP_SM_CRM_UIU_SOLMANPRO_PROC X X SAP_SM_CRM_UIU_SOLMANPRO_ADMIN X SAP_SMWORK_BASIC_INCIDENT X X X X SAP_SMWORK_INCIDENT_MAN X X X X SAP_SUPPDESK_ADMIN X SAP_SUPPDESK_PROCESS X SAP_SUPPDESK_CREATE X SAP_SUPPDESK_DISPLAY X Table 3.2 Incident Management Authorization Role Matrix Change Request Management Similar to Incident Management, Change Request Management (ChaRM) has roles that must be tied to end users. Table 3.3 identifies the authorization roles and corresponding end-user roles they must be matched to. A: Administrator R: Requester C: Change Manager 107

42 3 Preparing Your SAP Solution Manager System to Support SAP ITSM Functions D: Developer T: Tester I: IT Operator Authorization Role A R C D T I SAP_SMWORK_BASIC_CHANGE_MAN X X X X X X SAP_SMWORK_CHANGE_MAN X X X X X X SAP_SM_CRM_UIU_FRAMEWORK X X X X X X SAP_SM_CRM_UIU_SOLMANPRO X X X X X X SAP_SM_CRM_UIU_SOLMANPRO_CHARM X X X X X X SAP_SM_CRM_UIU_SOLMANPRO_ADMIN SAP_CM_SMAN_ADMINISTRATOR SAP_CPR_PROJECT_ADMINISTRATOR SAP_CPR_USER SAP_SOCM_ADMIN SAP_SOL_PROJ_ADMIN_ALL X X X X X X SAP_SOLAR01_DIS X X SAP_SOCM_REQUESTER X SAP_CM_SMAN_CHANGE_MANAGER SAP_SOCM_CHANGE_MANAGER X X SAP_CM_SMAN_DEVELOPER SAP_SOCM_DEVELOPER X X SAP_CM_SMAN_TESTER SAP_SOCM_TESTER X X SAP_CM_SMAN_OPERATOR SAP_SOCM_OPERATOR X X Table 3.3 Change Request Management Authorization Role Matrix 108

43 Master Data Maintenance Security Concept The standard SAP roles are delivered as templates to support and enable best practices within your IT organization. We recommend that you assign test users who simulate end users in SAP ITSM to these roles as a foundation for blueprint and discover. These activities are essential to understanding how the roles and functionalizes within SAP ITSM operate out of the box. After you ve gained a level of familiarity with the standards, you can begin to tailor these roles to meet organizational requirements. Important! You should never directly modify the standard roles delivered from SAP. Copy authorization roles into a customer namespace beginning with a Z or Y. This will ensure that the roles you tailor specific to your organization s requirements are not affected during an upgrade. 3.3 Master Data Maintenance Master data in SAP Solution Manager is used the same way in which other SAP products (e.g., SAP ERP) use master data. Like SAP ERP, SAP Solution Manager requires repetitive use of master data to support transaction-based processes and operations. Common examples of master data in SAP ERP include the customer master, vendor master, pricing data, and bill of materials (BOM). Master data in SAP Solution Manager include the following: Business partners Organizational structure Installed base Number ranges This data is intended to be reused over and over throughout the execution of SAP ITSM processes. You ll need test data in your development system to test your configurations. Furthermore, you ll need to establish production master data when it s time to go live with your SAP ITSM processes in SAP Solution Manager. Master data is non-transportable, which means you ll need to establish master 109

44 Several inbound channels are available to create and send messages to SAP Solution Manager. This flexibility allows organizations to roll out message creation options depending on their size, complexity, and volume of messages created for Application Incident Management. 7 Channels for Creating and Resolving Incidents and Problems In Chapter 5, we discussed the steps for processing messages in SAP Solution Manager within the Incident Management and Problem Management processes. The steps, recommendations, and best practices explained for these SAP ITSM processes were specific to how messages were handled after they were received by a service team member. While the SAP CRM Web UI is the central platform for processing messages, organizations have several channels to select from for creating incidents and problems. In this chapter, we ll describe the various options available to create and send messages to the central SAP Solution Manager system to enable the messages to begin processing. The complexity of the organization, volume of messages being processed, and size of the end-user community with the ability to create messages will play a role in which channel(s) makes most sense for your organization to deploy. Understanding the channels available for creating service transactions will help you determine the strategy for rolling out Application Incident Management to your organization. It will provide you with several options, which can be chosen according to your preference, for initiating the Application Incident Management process. On the tail end of the process, there are also activities supported by SAP Solution Manager related to the escalation, further processing, and knowledge management to fully confirm the completion of a message. In addition to explaining the methods for creating messages, we ll also describe the follow-up channels that are available to support the post-processing and complete the resolution of a message. These follow-up channels will help you determine the actions that may need 239

45 7 Channels for Creating and Resolving Incidents and Problems to be taken after an incident (for example) is confirmed. For example, integration into the Request for Change process would be required for an incident that requires a change to the SAP application. 7.1 Inbound Channels In this section, we ll explain the various options organizations may make available to their community of requesters. An inbound channel is a means for how an incident or problem is generated and sent to the SAP Solution Manager system for processing. The inbound channels that we ll discuss include the following: SAP frontend integration Web self-service: SAP CRM Web UI Web self-service: work center Interaction center Figure 7.1 illustrates the high-level graphical representation of the overall Incident Management and Problem Management processes, which you saw in Chapter 5. Because Incident Management and Problem Management are integrated tightly, the steps in the middle of this graphic summarize what is included in the processing of these related messages. Inbound Channels SAP Frontend CRM UI Work Center Interaction Center Problem/Incident Management Process Receive Search Dispatch Analyze Forward Provide Solution Follow-ups Analytics Figure 7.1 Inbound Channels: Application Incident Management 240

46 Inbound Channels 7.1 On the left side are the various channels available for creating messages (inbound channels). As you can see in Figure 7.1, any of these channels will enable the service team member to receive the message and begin processing. Organizations may choose to roll out one option or a blend of several inbound channels depending on their environment. First, we ll describe the SAP frontend integration SAP Frontend Integration SAP frontend integration has been an option available to the Service Desk functionality in SAP Solution Manager since its earliest releases. SAP Solution Manager 7.1 has offered the market a best-of-breed processing tool for managing incidents related to both SAP and non-sap applications. The benefits of AIM in SAP Solution Manager are plenty, especially with the integration of SAP ITSM. Integration directly into the SAP landscape could not be achieved by another tool. The functionality was impressive, available with minimal customizing, and consistently reliable. Fast-forward roughly a decade, and this functionality is still available within the most current releases of SAP Solution Manager. Although there are other best-ofbreed selling points with SAP ITSM, SAP frontend integration still proves to be one of the most significant benefits of selecting SAP Solution Manager as an organization s single platform for processing messages in AIM. Overview SAP frontend integration allows for the creation of messages from any SAP GUI system in the customer landscape. As shown in Figure 7.2, each SAP GUI system has the Help Create Support Message option accessible from the title bar. Figure 7.2 Create Support Message Help Option in SAP GUI 241

47 7 Channels for Creating and Resolving Incidents and Problems SAP frontend integration allows users in any SAP application with the SAP GUI to have a standard channel to create incidents related to the specific screen in which the error occurs. SAP Solution Manager automatically captures system details in the background specific to the time the error was saved and sends those details to the central SAP Solution Manager system. The message is routed to the appropriate support team based on the SAP component automatically picked up by the system. The system details captured are used to process the message. In addition to SAP GUI, the following SAP frontends are supported and integrated with AIM in SAP Solution Manager: SAP NetWeaver Business Client (NWBC) SAP NetWeaver Portal SAP CRM Web Client With the SAP frontend integration option, there are two different kinds of details that are collected at the time the message is created. The functional details include items such as short description and priority. Technical details include information regarding the system at the time the message is created. We ll explain these two areas in the next sections. Functional Information Captured First, we will show you how to enter the functional details for the SAP frontend integration. When selecting the Create Support Message option, the user is prompted with the Create Message screen as shown in Figure 7.3. In this window, there are four fields to maintain and/or confirm before sending the message to SAP Solution Manager: Component The Component field is automatically determined based on the SAP application and transaction in which the user encounters the error. The component is used for classifying the incident as well as automatically determining the appropriate support team when it s sent to the SAP Solution Manager system (described in Chapter 9). The component dynamically changes for each screen. 242

48 Inbound Channels 7.1 Figure 7.3 Create Message Window The user may override/change the component prior to sending the message to SAP Solution Manager. Short text The Short text field is maintained by the user and should describe the error at a high level. Priority The Priority field defaults to the value Low. It can be updated by the user. The values and which value is set to default can be changed in Customizing (explained in Chapter 11). Long text The Long text field should be utilized to thoroughly document and describe the error. You can configure templates to efficiently organize the description. To do this, you must save a text file locally on your computer. The contents of this file will contain the headings, descriptions, etc. that make up the template. You can use the Load local file button ( ) to load the text file into the long description area of the message. The contents of the text file can then be further expanded directly within the message. Additionally, supporting documents can be attached by selecting the Add File button ( ). 243

49 7 Channels for Creating and Resolving Incidents and Problems Technical Information Captured Select the Display Entire Message button ( ) in the Create Message window to produce the Display Entire Message screen as shown in Figure 7.4. Figure 7.4 Display Entire Message In this window, you can observe all of the technical and system details that are captured at the time the message is created. The figure shows a handful of the many details that are captured by SAP Solution Manager. You can identify by the scroll bar that an immense amount of data related to the SAP application is captured. This information is automatically sent to the SAP Solution Manager system when the user is done filling out the functional details (e.g., SAP component, short text, etc.). These details can help technical support teams understand the environment at the time the error occurred. Additionally, if the message must be forwarded to SAP Support, these details are also sent. This is a significant benefit in that SAP Support often won t have to reply (sometimes 24 hours later) with inquiries related to details that have been captured about the system. 244

50 Inbound Channels 7.1 Figure 7.5 is the result of the SAP frontend integration. By selecting the System Data button, located in the Text assignment block in the incident, you ll produce the technical details that were sent to the SAP Solution Manager system. Figure 7.5 System Data in Text Assignment Block Note We ll describe the prerequisites and configuration settings required to enable SAP frontend integration in Chapter Web Self-Service: SAP CRM Web UI The SAP CRM Web UI is a universal platform that isn t limited to just message processors and IT professionals seeking out reporting and analytics that are related to SAP ITSM processes. The SAP CRM Web UI can also be enabled to serve as an end-user self-service platform for users who leverage SAP Solution Manager exclusively for creating incidents. Chapter 2 and Chapter 3 covered the SAP CRM Web UI in detail. Refer to Chapter 2 for details on how to navigate to the SAP CRM Web UI. Refer to Chapter 3 for setup, Customizing, and security specifics. The objective of this section is to identify the SAP CRM Web UI as an inbound channel for creating incidents in SAP Solution Manager. 245

51 7 Channels for Creating and Resolving Incidents and Problems Business Role for Requester A standard business role is delivered by SAP Solution Manager specifically for the purpose of an end-user self-service platform. Business role SOLMANREQU provides a slimmed down view of the SAP CRM Web UI, with the objective of providing end users basic and specific tasks related to requesting/creating messages. Figure 7.6 shows what end users who have been assigned the SOLMANREQU business role will see when they first log on to the ITSM Home Page. Figure 7.6 SOLMANREQU at ITSM Home Page This business role can be customized further depending on the IT organization s requirements. Just as we pointed out in Chapter 3, you should create a copy of the standard business role into your own customer namespace (e.g., ZSOLMAN- REQU). Furthermore, the associated authorization role SAP_CRM_UIU_SRQM_ REQUESTER should also be copied into the customer namespace prior to being assigned to the end users. The SOLMANREQU business role provides a guided procedure that offers a limited number steps and an easy to follow method for creating incidents. Figure 7.7 provides an example of the view which the requesters see when they create an incident with the SOLMANREQU business role assigned to them. Note This standard business role creates service requests only. To provide end users with an interface for creating incidents and problems only, follow our configuration example in Chapter 3, Section

52 Inbound Channels 7.1 Figure 7.7 Create Incident: SOLMANREQU Web Self-Service: Work Center The Work Centers, also described in Chapter 2, are another inbound channel for creating incidents to be received in SAP Solution Manager. This UI, shown in Figure 7.8, provides end users with a role-based platform to perform user-specific activities. Functions within the Work Center are preconfigured to enable the following activities to be performed: Search queries definition Status reporting Watch list monitoring Preview incident details After an incident is selected in the Work Center, the user is taken to the SAP CRM Web UI. Depending on their authorizations as a requestor, they may or may not have the ability to perform subsequent activities in the SAP CRM Web UI. 247

53 7 Channels for Creating and Resolving Incidents and Problems Figure 7.8 Web Self-Service: Work Center Interaction Center The interaction center is a multifunctional framework offered within SAP ITSM for support team members (specifically referred to as IT Service Desk agents in the interaction center) to perform all relevant functions related to a comprehensive and holistic service desk. The interaction center is accessed by IT Service Desk agents who are assigned the IC_ITSDAGENT business role and corresponding Transaction PFCG role SAP_ CRM_UIU_IC_ITSDAGENT in the SAP Solution Manager system. The Interaction Center, as shown in Figure 7.9, has a direct integration with SAP Solution Manager s AIM scenario to perform all activities related to processing messages. The interaction center isn t required, but it s available if IT organizations are already using or want to expand on their current SAP ITSM processes Within the interaction center, you have the option to generate an incident or problem based on an . The Response Management System (ERMS) in the interaction center allows the automatic creation of incidents and problems based on the details within an

54 Inbound Channels 7.1 Figure 7.9 Interaction Center As shown in Figure 7.10, you also have the ability to automatically link reply text from the to the problem in SAP Solution Manager. Figure 7.10 Responding to a Problem from the Response Management System 249

55 Extended Configuration 15.7 Figure Configured Rule Policy 15.7 Extended Configuration In this section, we ll provide configuration steps for areas that are referred to as extended configuration in the SAP Solution Manager IMG. Extended configuration refers to functionalities that support the management, control, and logistics of transport requests and their associated objects (most commonly) Overview The extended configuration setup activities are located in its own Extended Configuration node in the SAP Solution Manager IMG as shown in Figure Figure Extended Configuration Setup Activities 709

56 15 Functional Configuration for Change Request Management For the purposes of our discussions regarding ChaRM, we ll provide the configuration setup activities for the following activities: Critical transport objects Activating cross-system object lock (CSOL) and downgrade protection ChaRM reporting service Transport request import strategy Critical Transport Objects Critical objects require a special approval before they can be modified by a developer. The Critical Object Check tool in ChaRM has the ability to collect and define any number of objects that are deemed critical either by the enterprise, business unit, IT organization, or others. Operational Use If a developer tries to modify an object that is specified as critical in the central SAP Solution Manager system, a warning is issued, and a separate approval process must be met before the developer can move forward. The approval must occur before the critical objects can be imported into the target system(s). In this section, we ll show you how to activate/deactivate export checks for critical objects across the managed development systems in your landscape. We ll also show you how to maintain critical object specifications. Note Refer to Chapter 13 for a detailed explanation of the Critical Object Check functionality. Configuration Activities 1. Execute the IMG activity Specify Critical Transport Objects. 2. Select the Critical Objects tab. Each managed development system connected to the SAP Solution Manager system will be represented in the Critical Objects tab (Figure 15.80). 3. Flag the managed development system(s) that should be activated for the Critical Objects Check functionality in the Status column. 710

57 Extended Configuration 15.7 Figure Activate Critical Objects 4. In the Activate a System information window, click Yes to confirm your selection (Figure 15.81). Figure Confirm Activation 5. In the right side of the window, click the Create button ( ) to maintain critical objects for the activated managed development system (Figure 15.82). You ll notice that in the Object Type field, you can toggle between the critical objects maintained for customizing entries as workbench entries. Figure Maintain Critical Objects After clicking the Create button, the Critical Objects specifications window will appear as shown in Figure Maintain the specifications of the critical objects (Figure 15.83). 711

58 15 Functional Configuration for Change Request Management Figure Maintain Critical Objects Specifications Note For our example, we re maintaining critical objects for Customizing (client-specific objects). For these objects, entries must be maintained in the Master Type and Master Name fields. For workbench objects (cross-client objects), the Program ID, Object Type, and Table Name fields are mandatory. Subobjects can be specified by using type LIMU. The export check for modifications can be activated by using the Report /TMWFLOW/CONFIG_ SERVICES. 7. Click Save. You ll be returned to the Maintain Critical Objects screen, where you ll now be able to identify all of the critical objects specified for both Customizing and workbench objects according to each managed system. Figure provides an example of critical objects that are currently specified in the SAP Solution Manager system. Figure Critical Objects Maintained 712

59 Extended Configuration 15.7 Expected Result(s) If a developer tries to export a change to the quality assurance system (e.g., by selecting the Action Pass Change to Test), and the object is flagged as critical in the SAP Solution Manager, he will receive the following error and warning messages from in the change document (Figure 15.85). Figure Result of Critical Object Check A change approver, or support staff member with appropriate authorizations, will need to process the critical object. Processing the critical object means that it goes through a separate approval procedure. If approved, the associated transport request can move to the quality assurance system. Note Refer to Chapter 14 for additional details on the processing and handling of change documents that contain transport requests with critical objects Activate Cross-System Object Lock and Downgrade Protection Cross-system object lock and Downgrade Protection provide capabilities to proactively identify, monitor, and mitigate collisions that occur among transport request objects. Operational Use Cross-system object lock (CSOL) is a tool that provides the ability to identify conflicts between objects in transport requests that have the same production system (or client) as their transport target. When activated, the CSOL creates locks that are held in the SAP Solution Manager system for any object (workbench and Customizing) that is changed in the managed development system. Depending on the conflict scenario, a developer who needs to make changes to this object in another transport request is prevented from doing so until the lock is released. 713

60 15 Functional Configuration for Change Request Management The lock is released when the transport request is successfully promoted to the production system. Note For a detailed overview of the CSOL functionality, refer to Chapter 14. Configuration Activities 1. Execute the IMG activity Configure and Activate Cross-System Object Lock. 2. Double-click the activity Activate Cross-System Object Lock in Managed Systems (Figure 15.86). Figure Activate Cross-System Object Lock in Managed Systems 3. In the System Change Options tab, expand a development system in the Systems of Project column (Figure 15.87). 4. In the Cross-Sys. Obj. Lock column, double-click the text that reads inactive for each development client that should be controlled by CSOL. Figure Activate Cross-System Object Lock for Development Client 5. In the resulting information box, confirm your selection by clicking Yes (Figure 15.88). 714

61 Extended Configuration 15.7 Figure Confirm Change of Cros-System Object Lock Status The text in the Cross Sys. Obj. Lock column will be updated to read active, for each development client modified to have this setting (Figure 15.89). Figure Active Development Clients (Cross-System Object Lock) 6. Click the Back button to return to the Choose Activity screen. 7. Double-click the option Globally Activate Cross-System Object Lock and Downgrade Protection (Figure 15.90). Figure Globally Activate Cross-System Object Lock and Downgrade Protection 8. Select the radio button for Cross-System Object Lock Active (Figure 15.91). 9. In the Cross-System Object Lock Detail Configuration area, specify whether the Default or Expert configuration mode should be enabled for the CSOL settings. Figure provides an example of the default value selected. 715

62 15 Functional Configuration for Change Request Management Figure Default Configuration Mode Figure provides an example of the Expert Mode configuration selected with the various conflict scenarios that can be chosen. Figure Expert Mode Expected Result(s) If a developer attempts to modify a transport object in a development client that is activated by CSOL, he will receive errors or warnings depending on how the CSOL was enabled. When the developer attempts to collect and save these objects in a transport request, he will be presented with an error or warning as shown in Figure

63 Extended Configuration 15.7 Figure Cross-System Object Lock Error Message Change Request Management Reporting Service The ChaRM reporting service must be activated if the tracking functionality is used to report on transport objects fetched from the managed development systems. Operational Use Reporting data that s related to a project can be automatically fetched by the background job. However, objects that were transported in transport requests can t be reported on unless the object reporting is activated. In this section, we ll show you the brief activation steps to enable the object reporting for ChaRM tracking. As a reference, the ChaRM tracking report can be accessed via Transaction /TMWFLOW/TRMO. Refer to Chapter 18 for more details about this report. Configuration Activities 1. Execute IMG activity Configure Change Request Management Reporting Service (or Transaction SE38, alternatively). 2. Enter the Program /TMWFLOW/CONFIG_SERVICES as shown in Figure

64 15 Functional Configuration for Change Request Management Figure Enter Program 3. Click Execute. 4. In the Change Management Services screen, select the radio button next to the Object Reporting Active option (Figure 15.95). Figure Activate Object Reporting 5. Click Save. Expected Result(s) In the ChaRM tracking report, transport objects from the managed systems are fetched successfully when the object reporting is activated. Figure provides an example of the results of this report. Figure Activated Object Reporting: Fetched Object Data 718

65 Extended Configuration Transport Request Import Strategy (Status-Dependent Imports) With the release of SAP Solution Manager 7.1, you can now control the import strategy of the transport requests controlled by Change Request Management based on the status of the change document. Operational Use Background jobs that trigger the import of transport requests are concerned only that the transport request has been released and is awaiting import in the transport buffer. However, there are certain change document status values that are set after the transport request has been released but before it s intended to be imported into production. From an operational point of view, the change and release managers don t necessarily want it to go to production just yet. Unfortunately, the status in the change document doesn t prevent this unless you specify the transport request import strategy as we describe here. With this functionality, changes will be imported into the production system based on their status value and not based solely on whether they are in the production buffer. This can invite risk for urgent change documents, especially because import jobs that run periodically would pick up urgent changes that are in the Successfully Tested status. In this use-case example, we ll configure the transport request import strategy so that the transport request in an urgent change can t be promoted to the production system unless the urgent change status reaches the Authorized for Import status. Configuration Activities 1. Execute the IMG activity Specify Transport Request Import Strategy. 2. Select the New Entries button. 3. Maintain the information in the Import Strategy table as shown in Figure Click Save. 5. Highlight the entry you just created in the Import Strategy table, and doubleclick the Import Status Dependent folder on the left side of the screen. 719

66 15 Functional Configuration for Change Request Management Figure Maintain New Entries for Import Strategy 6. In the Change View Import Status Dependent : Overview screen, click the New Entries button. 7. In the Import Status Dependent table, make the relevant changes so that the appropriate transaction type, status profile, and status are maintained (Figure 15.98). Figure Specify Import Status Dependent Data 8. Click Save. Expected Result(s) When a periodic import job is run that imports released transports into the quality assurance system, transport requests associated with urgent changes can t be picked up by the import job unless the status is set to Authorized for Production. Keep in mind that this example is only to show you the benefit of the functionality and how to enable it for your customer transaction types. Each organization may or may not have a requirement that involves the maintenance of an import strategy that is dependent on status values. If no settings are made in these tables, all released transport requests for change documents will be imported if they are in the buffer when the import job runs, regardless of their document status. 720

67 17 Introduction to SAP IT Service Management Reporting and Analytics: AIM and ChaRM must monitor and track how each service team (e.g., Level 1, Level 2, development teams, configuration teams, etc.) are performing. They service lead tracks this information in an effort to support and maintain Service Level Agreements (SLAs). Further, it s the service lead s responsibility to leverage the data and information extracted from SAP Solution Manager to identify areas of improvement. Team lead The team lead (or team manager) is responsible for each service team in the IT organization. The team leads analyze the data collected in the SAP Solution Manager to monitor and track the performance of their individual teams. Time spent working on tickets, average workloads assigned to their support staff team members, and overall performance of each team member are all examples of information that team leads extract from the reports offered from SAP Solution Manager. Support Staff The support staff (i.e., message processors, developers, technicians, etc.) have a personalized view of their own work, based on criteria that works best for them. The support staff can leverage the interactive search and monitoring analytics capabilities to determine their daily tasks and open items. They have the ability to view this information in a highly personalized format with an option to export the data to a spreadsheet or view it in pie or graph formats. In the next section, we ll begin presenting the reporting capabilities provided by SAP Solution Manager to support SAP ITSM analysis SAP IT Service Management Analytics Capabilities In this section, we ll discuss the options available for searching, monitoring, and reporting on service transactions across SAP ITSM. These capabilities are typically used by support staff members who must quickly search for and monitor service transactions for which they are responsible. These capabilities are delivered standard (with no setup required) and executable directly from the SAP CRM Web UI Search and Monitoring SAP Solution Manager 7.1 provides powerful search and monitoring capabilities that benefit service leads, team leads, and support staff members who actively 784

68 SAP IT Service Management Analytics Capabilities 17.2 view and work on tickets. With the search features, support personnel have quick access to their teams tickets and their individual tickets. These searches can be saved as a My Saved Search for efficient, personalized monitoring. You can initiate the search from the SAP Solution Manager IT Service Management home screen by selecting any of the processes from the navigation pane. Figure 17.1 provides an example of initiating the search for incidents. Figure 17.1 Search for Incidents Depending on which service transaction you re searching on, a resulting search screen will appear. For our example (Figure 17.2), the Search: Incidents screen appears. From this screen, the user has the following options available for locating various problems, service requests, and incidents. Search Criteria Entering the search criteria is the first step to locate incidents. Figure 17.3 provides an image that narrows into the section of the screen where various search categories, operators, and category values are entered to initiate a search. 785

69 17 Introduction to SAP IT Service Management Reporting and Analytics: AIM and ChaRM Figure 17.2 Search: Incidents Screen Figure 17.3 Search Criteria In the Search Criteria area of the Search screen, the user can enter one or many selection criterion to narrow down (or broaden) their search. They can specify the operator as well (e.g., is, is not, is between, is earlier than, etc.). Each operator value will depend on the search criteria selected. For example, if Created On is selected as criteria, then the operator values will be is, is between, is earlier than, is on or earlier than, is on or later than, and is later than. However, if the selection criteria is Incident ID, the operator values will be is, contains, or starts with. When the user enters the resulting values for the selection criteria, several formats are available depending on the category selected. For example, Incident ID will be a free-form field, Status will be a dropdown field, and the Created On category will provide a calendar look-up. Input helps are also used to enable lookups (e.g., for searching for business partners). The Copy Line and Remove Line buttons ( ) allow the user to add additional rows or delete them in case of an error when inputting the search criteria. 786

70 SAP IT Service Management Analytics Capabilities 17.2 The Maximum Number of Results can be increased or decreased as well. Further, the Hide Search Fields link can improve the search feature by maximizing space in the screen. Saved Search The saved search capability allows end users to create personalized, quick-access search queries for various service transactions. For example, developers may want to view change documents that are in the status In Development while testers may want a search query set up to view change documents that are in the status To be Tested. Change approvers would want to see all requests for change that are in status To Be Approved, and IT operators would want to see those that are in status Approved for Production Import. Of course, all of these search capabilities can be tailored down by a number of various search categories and provide these capabilities across all SAP ITSM functions. The search can be saved by clicking the Save button as shown in Figure 17.4 after entering the search criteria. The saved search is local to each user and defined based on the user s requirements for viewing various information. Figure 17.4 Create Saved Search The saved searches appear in the top-right corner of the SAP CRM Web UI. As shown in Figure 17.5, you can quickly access the saved searches by selecting them from a dropdown. The Delete button removes the saved search. Figure 17.5 Select/Delete Saved Search A link for the saved searches also appears on the Home screen in the SAP CRM Web UI in the My Saved Searches work center (Figure 17.6). 787

71 17 Introduction to SAP IT Service Management Reporting and Analytics: AIM and ChaRM Figure 17.6 My Saved Searches: Home Screen Personalize Search Criteria View By selecting the Personalize button ( ), you can specify the columns you want to view when searching for various service transactions. If there are many search results, this option enables you to determine if the results should be available in a scrolling and/or paging view. The number of visible rows before scrolling and number of rows before paging can also be personalized by the end user. Figure 17.7 provides an image of the Personalization web dialog screen, which appears when the user clicks the Personalize button. Figure 17.7 Personalization Screen 788

72 SAP IT Service Management Analytics Capabilities 17.2 As shown in Figure 17.8, the user also has the option to drag and drop each of the columns to change the order of how the search criteria is displayed. Figure 17.8 Drag-and-Drop Capability Export Report to Microsoft Excel The Export to Spreadsheet button ( ) allows the user to export the data provided by the search to a Microsoft Excel spreadsheet. This is a basic export that only populates the spreadsheet s cells with the data, without any formatting provided. Exports of the data into spreadsheet format allow for the post-processing of information by the user. For example, follow-ups can be sent to the support staff for incidents that have exceeded the maximum processing time based on SLAs. Figure 17.9 provides an example of a search that was exported to Excel. Figure 17.9 Export to Excel Graphical Representation Graphical representation of the search results are available in the form of bar charts and pie charts in the Search screen. Selecting the Open Chart button ( ) 789

73 17 Introduction to SAP IT Service Management Reporting and Analytics: AIM and ChaRM will expand the Search screen to include a chart area toward the bottom of the screen. In this area, you can select the data and the type of chart to be displayed (pie or bar), as well as increase/decrease the size of the chart. Figure shows a pie chart that visually displays the priority values of the selected incidents. Figure Pie Chart A color-coded legend will display at the bottom of the screen, indicating which sections of the chart are what in regards to the criteria. You can also hover over each section of the chart with your mouse, and the search criteria, number, and percentage will appear. Figure shows the same data, but in a bar chart format. Figure Bar Chart 790

74 SAP IT Service Management Analytics Capabilities 17.2 Other Search and Monitoring Features In addition to the core search and monitoring features just described, there are a few other helpful functionalities in the SAP CRM Web UI that help the support staff quickly search and monitor tickets that they are assigned to, or have an interest in. Worklist Support staff are typically most concerned with viewing their own tickets. For this reason, SAP Solution Manager provides a worklist in the SAP CRM Web UI. The user s worklist (Figure 17.12) is a work center that is available from the navigation pane in the SAP ITSM SAP CRM Web UI. The worklist provides a standard search of the transactions belonging to the user. Belonging refers to tickets that are both assigned to and opened by a particular user. The search criteria is also provided in the worklist to filter the various results to a more detailed level. Figure Worklist Favorites Support staff can select the Add to Favorites button ( ) from any service transaction. The incident (for example) now appears in a Favorites menu on the home screen (Figure 17.13). This is helpful for support staff members who are working on incidents that are taking a long time to resolve. IT operators also typically flag maintenance cycles as favorites if they need to access the maintenance cycle on a weekly basis for production imports. 791

75 17 Introduction to SAP IT Service Management Reporting and Analytics: AIM and ChaRM Figure Favorites My Sharebox The My Sharebox feature (Figure 17.14) allows support staff to share various items (e.g., favorites, saved searches, or reports) with other support staff members. Figure My Sharebox My Open Tasks Tasks that have been opened as a result of changes, service requests, and so on and assigned to you will be visible in the My Open Tasks area of the home screen (Figure 17.15). Figure My Open Tasks In the next section, we ll cover the other key component in the SAP ITSM analytics area: interactive reporting Interactive Reporting Interactive reporting, also referred to as online transaction processing reporting, refers to reports that are generated and shared based on predefined SAP ITSM KPIs. 792

76 SAP IT Service Management Analytics Capabilities 17.2 Interactive reporting is made up of a class of programs that provides the ability to facilitate and manage transaction-oriented applications. The technical process of facilitating and managing these applications is generally performed for data entry and retrieval transaction processing. With interactive reporting, the report is generated directly from the data of transaction-oriented applications. An SAP Solution Manager administrator, or someone in charge of analytics in the IT service organization, has the ability to generate interactive reports based on input from the service lead or team leads. The generation of the reports takes place in the SAP CRM Web UI in a guided procedure/wizard. Interactive reports are generated on an individual basis from the wizard and then published (or shared) to the relevant parties from the SAP Solution Manager system. Figure is an example of an interactive report at its initial generation in the wizard in the SAP CRM Web UI of the SAP Solution Manager system. In this wizard, you enter selection criteria in various dropdown selections, tables, fields, and key figures. The data used in the wizard is specific to a single report and represents the information about the service transactions that are being monitored. Figure Create Interactive Report: Wizard Interactive reports are presented in real time, allowing members of the support organization to have up-to-date and transparent views of the data across the SAP ITSM processes. These interactive reports are available for monitoring information across problem messages, incidents, requests for change, and other SAP 793

77 17 Introduction to SAP IT Service Management Reporting and Analytics: AIM and ChaRM ITSM areas. The following list identifies a few examples of how interactive monitoring can provide information to be shared across the support personnel: Number of tickets in process Number of incidents that have been raised to request for change Closure rate Number of service transactions inside or outside the agreed service levels Average work and total duration Figure provides an example of a published interactive report. In addition to the information and data represented in numbers, percentages can be provided as well. Figure Published Interactive Report In the next section, we ll provide an overview of the SAP Solution Manager plus SAP NetWeaver BW capabilities available to support SAP ITSM analytics SAP Solution Manager with SAP NetWeaver BW In this section, we ll provide an overview of how the SAP NetWeaver BW reporting infrastructure is used to support reporting and analytics across SAP ITSM functions. Predefined KPIs that are based on BI technology are used to deploy 794

78 Index Index A ABAP, 96 ABAP development objects, 629, 638 ABAP TMS, 643 Action, 308, 452, 692 for support team determination, 380 profile, 691 profile for incidents, 380 Action definition, 452, 692 add, 695 copy and adapt, 693 Action-/status-driven process changes, 683 Active schema, 401 Activities, 92 Activity descriptions, 385 Activity type, 316, 385 definition, 317 Administrative change, 588 process, 590 Administrator, 187, 284 Administrator role, 355, 663 AIM, 122, 539 active users, 184 architecture and infrastructure, 158 audit trail, 310 available assignment blocks, 280 BRF+, 335 capture support efforts, 315 core features, 261 enhanced features, 172 external/background roles, 186 functionality, 156 inbound channels, 241 integrate into ALM, 222 integrate test management, 286 integration, 160 IT Service Desk, 159 overview, 155 roles, 179 subprocess integration, 159 text dialogue, 285 AIM (Cont.) transaction types, 162, 356 Web UI, 175 Alert, 346 ALM, 33, 156, 161, 221, 250, 488, 531, 735 best practices and methodologies, 35 build and test phase, 38 deploy phase, 233 deployment, 39 design phase, 38 leverage tools, 36 main components, 34 operate phase, 39, 234, 236 optimize phase, 39 requirements phase, 38 six phases, 37 test phase, 226 ALV grid, 811, 812 compare, 819 API, 650 Application area, 399 Application component, 471 Application Incident Management (AIM) see AIM Application Lifecycle Management (ALM) see ALM Application log, 586 Approval determination procedure, 707 Approval management, 639 Approval procedure, 522, 531, 704 Approval settings, 699 custom, 700 Approval steps, 523 Approval/rejection phase, 534 Architecture, 62 ASAP Roadmap, 829 Assignment block, 80, 81, 175, 194, 261, 324, 343 Approval, 523, 706 Dates, 326 Details, 268, 276, 325, 360 Downgrade Protection,

79 Index Assignment block (Cont.) edit buttons, 725 enhancements, 514 hide unused, 267 Knowledge Article, 346 Landscape, 514 Processing Log, 310 Reference Objects, 525 Related Incidents, 277 Related Test Case, 286 Related Transactions, 311, 754 Request for Change Scope, 543, 682 SAP Collaboration, 288 SAP Notes, 299 Scheduled Actions, 309 Service Level Agreement, 326 Test Management, 524 Text, 285, 418 Text Description, 280 Time Recording, 385 Transport Management, 501, 515 Attachments, 303 Attribute categorization, 397 Audit lead, 845 Audit log, 489 Audit traceability, 556 Audit trail, 310 Audit/history logs, 478 Authorization error, 435 Authorization keys, 430 assign to PFCG role, 432 define, 431 Authorization node, 690 Authorization role, 246, 689 ZSAP_SM_CRM_UIU_SOLMANPRO, 140 Authorization roles see PFCG roles Authorization scope, 348 Authorizations, 586 Auto Import, 620 Automatic notifications, 541 B Backend communication, 102 Background job, 507, 719 BAdI, 472 activation, 436 Baseline categorization schema, 392 Basis, 841 activities, 857 lead, 844 team member, 535 BC Set, 764 BC Set tool, 622 Bidirectional interface, 255 Blueprint, 538 Breadcrumbs, 71 BRF+, 333, 335, 365 configuration, 365 create application, 366 create decision table, 371 create rule, 376 create ruleset, 368 workbench, 334 BSP Application, 65 Build phase, 225 configuration and development management, 226 Business blueprint, 222 Business design document, 835, 849 Business partner, 111, 114, 116, 331 identification number, 613 mass maintenance, 115 organizational units, 115 Business process hierarchy (BPH), 222, 737 Business process monitoring alerts, 236 Business role, 61, 129, 262, 355 activity type, 318 adapt, 133 characteristics, 130 for creator, 246 for requester, 132 IC_ITSDAGENT, 248 maintenance, 131 profiles, 130 SOLMANPRO, 129, 130, 133, 386 SOLMANREQU, 246 ZREQUESTER, 133 Business user,

80 Index C CAB, 531, 532, 534, 702 approval step, 704 approve request for change, 545 approves scope extension, 550 Calendar view, 754 Call center, 160 Catalog category, 407 Categories, 619, 630 Categorization, 269, 390, 664 add levels, 402 multilevel, 269 solution, 269 Categorization block, 394 add, 404 Categorization schema, 342, 391 activate, 400 baseline, 392 create/modify, 396 import to another system, 409 RFC, 410 Category hierarchy, 408 Category levels, 402 Category modeler, 390, 401 Category values, 197, 270 Central administrative unit, 750 Central User Administration (CUA), 93 Change administration, 496 categories, 682 documentation, 526 execution, 491 implement, 560 implementation, 547 lifecycle activities, 495 logistics, 498 normal to urgent, 512 promote, 494 request for, 508 scope, 523 test, 567 validation, 509 Change Advisory Board (CAB), 365, 497 Change Analysis (Root Cause Analysis), 493 Change and Transport System (CTS), 493, 654, 731 Change approver, 532, 533 administers maintenance cycle, 569 approves urgent change for production Import, 583 confirms administrative activities, 593 evaluates and confirms general change, 602 extends scope, 549 hands request for change to development, 547, 551 process critical object, 641 validates request for change, 541 Change control, 488 solution, 488 Change Control Management, 493, 615, 617, 643, 747 Change document, 814 reassign, 503 start Retrofit, 624 Change Management, 51 framework, 496 Change process, 534 end-user roles, 560 urgent, 575 Change Request Management (ChaRM) see ChaRM Change Request Management reporting data collection, 807 data display, 810 data retreival, 808 status of data, 811 Change request reporting, service, 822 Change request transaction type, 670, 673 Change transaction type, 498 YMCR, 700 Change type relation, 630 Change types, 489 Change/release manager, 846 ChaRM, 54, 103, 253, 487 activate, 745 activate controlling client, 665 activate for projects, 497 activate the integration, 665 activation, 858 annual maintenance,

81 Index ChaRM (Cont.) architecture and infrastructure, 491 basic configuration, 665 BCOS_CUST, 105 change transactions, 498 components, 491 components of reporting, 807 Critical Object Check, 640 Critical Object Check tool, 710 CTS+ integration, 644 cutover capabilities, 623 enable functional components, 660 end user roles, 107 enhance workflow, 683 enhancement in 7.1, 499 foundational project base, 733 mapping rules, 678 messaging capabilities, 496 normal changes, 559 number range for maintenance, 128 reporting, 805 reporting service, 717 reports, 824 roles, 532 set up TMS, 647 specific clients, 671 standard configuration, 670 System Recommendations, 303 three tiers, 496 TMS, 494 workflow, 535 ChaRM architecture, 734 maintenance project, 738 technical, 774 Charts, 789 Checklist, 45, 306 complete item, 217 Client 000, 651, 653 Client-specific object, 712 Common tasks, 87 Component list, 472 Composite roles, 106 Condition, 452, 695 Confidential, 348 Configuration, 222 elements, 526 Configuration (Cont.) mode, 146 objects, 526 upgrade roadmap, 881 Configuration Management Database (CMDB), 274, 279, 526 Configuration Validation, 493 Conflict messages, 629 Consistency check, 626 Consolidate support applications, 157 Consulting services, 37 Contact center, 160 Content block, 80 Copy Control Rules table, 682 Copying control, 475 define mapping rules, 678 mapping rules, 476 rules, 675 Critical object, 640 process, 641 Critical Object Check, 640, 710 Critical transport objects, 710 Cross-organizational benefits, 338 Cross-system object lock (CSOL) see CSOL CSOL, 517, 627, 710, 713 common use cases, 632 dual development environment, 634 enable/disable, 825 expert mode configuration settings, 629 label conflicts, 630 object modification, 636 urgent change document, 633 CTS project, 735, 768, 773 assignment, 502 copy transport requests, 768 Custom approval procedure, 700 Customer, 181, 185 support team, 186 Customer incident message, 678 Customer namespace, 355, 537, 662 Customer request for change, 678 Customer time status, 447 Customer transaction type, 674 Customer-specific application components, 471 Customer-specific approval procedures,

82 Index Customizing locks, 638 Customizing objects, 629 Cutover, 855 activities, 856 Cutover to maintenance, 623 Cycle, 733 task list, 748, 754 transaction, 748, 752 transaction type, 747 D Dashboards, 796 Data collection, 807 Data inconsistency, 616 Data retreival Transaction /TMWFLOW/REPORTINGN, 810 Transaction SOLAR_EVAL, 809 Work Centers, 808 Database storage space, 822 Date durations, 328 Date types, 327 Dates mapping, 682 Decision table, 370 Default access sequences, 446 Default value, adjust, 466 Defect correction, 227, 604 document, 759 process flow, 605 Define approval procedure, 701 Define urgency, 469 Delegating implementation tasks, 829 Deploy phase, 233 Design, 272 Design phase (business blueprint), 222 Design phase, usage, 223 Design workshops, 834 Design/blueprint, 392 Destination system, 820 Details, 268 Details assignment block, 325 Details of cross-system object lock (CSOL), 516 Developer, 532, 535, 560 documents general change, 600 implements defect correction, 607 Implements general change, 596 Implements urgent change, 576 Developer (Cont.) retrofit changes, 626 Development lead, 844 Development system, 535 errors, 50 Development with release, 561 Diagnostics, 182 Dialog users, 651 Differences between normal and urgent changes, 552 Different development systems, 634 Direct links, 136 Dispatch, 203 messages, 330 Dispatching, 330 action definition, 333 options, 334 rule definition, 332 via responsibilities, 336 Display of support messages, 168 Document repository, 497 Document type see transaction type Documentation, 537 Domain controller, 647, 649, 656 Domain links, 650, 651 Downgrade check, 518 key features, 518 types, 520 Downgrade protection, 517, 713 process flow, 521 Downgrade Protection functionality, 627 Drag and drop, 144 Dual development system scenario, 492 Dummy projects, 673 Durations, 446 E generate incident/problem, 248 notifications, 452, 542 Response Management System (ERMS), 248 Emergencies, 575 Employee, create manually, 112 Enable configuration mode,

83 Index End user, 181 ITSM, 263 roles, 532, 560 self-service platform, 245 Enhanced Change and Transport System (CTS+), 493, 643 Entry point, 142 Error, 50, 631 at transport release, 640 Escalation background job, 449 Executive IT leadership, 783 Existing reporting requirements, 272 Expert guided implementation, 37 Export check, 710 for modifications, 712 Export data to Excel, 789 Exporting client, 652 Extended configuration, 709 Extended transport control, 652 External help desk integration, 254 External help desks, 157 External service desk, 161 External support, 250 F Factory calendar, 441 Favorites, 791 Follow-on change document, 682 Follow-on documents, 497 Follow-up, 250, 311 create, 203 document, 164, 474 request for change, 253 Forward message, 173 Forwarding process, 251 Function buttons, 71 Function profile, 131 Functional configuration expert, 535 Functional lead, 843 G General business partner, 110 General change, 595 implement, 596 General change (Cont.) process, 596 General data, 195 Global application personalization, 144 Global rollout, 732 Go-live, 574, 760, 853 Graphical representation, 790 Guided procedure, 662 H Harmonization, 657 Header area, 70 Help desk, 160 enterprise wide, 254 Hierarchical categorization, 397 High priority, 575 HR integration, 116 I ibase, 120, 279, 514, 682 assign organizational root, 121 component, 279 generate components, 120 IMG, 356, 670 activity, 665 IMG project, 735, 773 create, 743 track changes, 816 Imminent downgrade conflicts, 520 Impact, 463 Implementation landscape, 749 parallel development system, 619 Implementation project, 497, 732, 734 go-live, 623 structure, 736 Implementation, phased approach, 830 Import authorizations, 657 Import changes, 536 Import commands, 657 Import sequence, 819 Import transport requests (background), 566 Inbound channel, 240, 508, 538 Work Center, 247 Inbox profile,

84 Index Incident, 39 assign, 224 assign to test case, 230, 232 classify, 41 close, 205 closure, 42 create, 224 create as follow-up, 234, 236 create automatically, 235, 237 create for specific screen, 242 create from test case, 230 dispatch, 201 initiate Problem Management, 200 investigation and diagnosis, 41 lifecycle, 42 lock/unlock, 277 priority value/response time, 442 problem, 209 relationship, 199 standard, 227 test management messages, 288 Incident and Problem Management, 98 Incident Management, 39 authorization role matrix, 107 backend, 103 BCOS_CUST, 101 BRF+, 365 find incident, 190 process, 188 receive incident, 194 SAP Solution Manager, 42 user roles, 106 Incident message level, 322 Incident messages, 230 Incident processing, availability times, 324 Incident template, 164 Incident transaction type, 101, 230, 445 Inconsistencies, 616 Individual task list, 531, 757 Information Technology Infrastructure Library (ITIL) see ITIL Initial Response Time (IRT) see IRT Installed Base (ibase) see ibase Installed base component, 815 Integration, 33 of ALM and ITSM, 53 Integration (Cont.) testing, 604, 759 Integration (scenario) testing, 569, 604 Interaction center, 248 Interactive report, 782, 792 Internal note, 201 IRT, 322, 440 calculate, 329 thresholds, 449 IT landscape changes, 489 IT Operator, 532, 535 imports Change into production, 571 imports urgent change into production, 584 performs administrative activities, 590 IT Service Desk agents, 248 components, 160 types, 160 IT Service Management ITSM ITIL, 30 activities to close incident, 41 Change Management, 52 framework, 32 Incident Management phase, 40 Knowledge Management, 337 objective, 31 priority value standards, 276 problem lifecycle, 47 Problem Management, 47 six phases of ALM, 37 standards, 684 ITSM, impact on processes, 864 categorization, 269 configure automatically, 97 dispatching, 330 follow-up, 250 integration into ALM, 221 interaction center, 248 Knowledge Management, 337 Level 1 Support UI, 265 number range, 122 personalized functions, 61 process integration, 674 requester, 263 roadmap,

85 Index ITSM (Cont.) sold-to party, 187 text management, 280 transaction types, 873 transition strategy, 873 ITSM analytics, search and monitor, 785 ITSM BW Reporting Cockpit, 800 ITSM Professional UI see SOLMANPRO ITSM/ChaRM holistic approach, 530 J Java transports, 493 Java-based systems, 643 Job request, 539 K Knowledge article, 170, 182, 337 auto-suggest, 346 create, 340 find from existing message, 344 integration, 346 lifecycle, 338 search for, 199 template, 341 user interface, 342 Knowledge database, 198 Knowledge Management, 189 development, 250 development benefits, 338 Knowledge Management Database (KMDB), 170, 304 Known error, 47 record, 49 KPI, 782 L Labeling, 629 Landscape, 514 Landscape Management Database (LMDB), 96, 526, 658, 739 Layout profile, 130 Leading system SAP, 255 Leading system (Cont.) third-party help desk, 256 Legacy remote infrastructure, 650 Legacy systems, 272 Legacy time-recording processes, 317 Level 1 service team users, 265 Level 1 support, 181, 184, 432 Level 2 support, 41, 182 Level 3 support, 183, 184, 187 Lock, 629, 713 conflict scenario, 629 settings, 629 transactions, 277 Locked from editing, 702 Log, 92 type, 478 Logical component, 735, 739 add, 741 Logical target client, 657 Long description, 197 M Maintenance cycle, 504, 531, 733, 747, 750 administer, 569 architecture, 747 checks, 768 complete, 766 complete with open transactions, 768 complete/reuse, 767 create, 762 error, 604 phases, 555, 559, 751, 757 strategy, 770 switch between, 505 takeover, 880 test phase, 605 Maintenance landscape, 615 Maintenance project, 497, 559, 734, 737 configuration check, 764 Maintenance/project cycle, 748 Manage changes, 489 Managed system, 731 add, 741 landscape,

86 Index Manual Retrofit, 622 Map current roles, 532 Mapping rules, 476, 678 Master data business partner, 110 maintenance, 109 number ranges, 123 organizational model, 115 settings, 663 Maximum Processing Time (MPT), 323 calculate, 329 thresholds, 449 Maximum Response Time (MRT), 440 Message attachments, 303 automatic forwarding, 381 bar, 72 characteristics, 345 dispatch to support team, 330 dispatching, 331 impact, 274 lock/unlock, 277 record time, 319 rout to support team, 365 SAP Solution Manager project, 287 Messaging capabilities, 162 Methodology, 830 Metrics, 316 Microsoft Excel, 789, 811 spreadsheet, 789 Microsoft Word template document, 421 Milestones, 494 Minor user requests, 44 Mobile devices, 595 Monitoring, 784 Multilevel categorization, 166, 170, 197, 199, 270, 390 block, 342, 399 schema, 270, 393 My Open Tasks, 792 My Saved Search, 785 My Sharebox, 792 N Navigation bar, 73 Navigation Bar Profile, 130 copy to customer namespace, 134 SOLMANPRO, 134 New features, 559 Next-wave planning, 837 Non-ABAP systems, 643 Non-productive systems, 589 Non-SAP IT assets, 595 Non-SAP reference objects, 278 Normal change, 512 process, 558, 604 view in report, 812 Notification, 204 value, 465 Number range, 122 ChaRM, 125 for problems, 123 incidents, 124 maintenance, 128 values, 126 O Object check, 623 identify conflicts, 629 latest version, 616 lock, 638 lock, monitoring, 638 relationships, 278 type, 631 Object level locking, 636 Object reporting, activate, 823 Observation list, 167 Online monitoring, 782 Online transaction processing reporting (interactive reporting), 782, 792 Operability, 160 Operate phase, 234 Operational reports, 782 Organizational model, 115 build in SAP CRM Web UI, 116 create organizational objects,

87 Index Organizational model (Cont.) create root, 116 HR integration, 116 Organizational objects, 118 Organizational requirements, 674 P Page history, 71 Page type, 77 home page, 77 overview page, 80 search page, 79 work center page, 78 Parallel development system, 617 Parallel landscapes, 616 Parallel projects, 632 Partner determination maintain SAP CRM Web UI settings, 362 procedure, 356, 664 settings, 362 Partner function, 703 assign to partner determination procedure, 358 create new, 357 specify display in transactions, 360 Path, 184 analysis, 184 create, 184 forward and search, 184 Periodic import job, 720 Periodic release cycle, 513 Periodic release schedule, 751 Periodic release/cycle management, 559 Personalization, 142 dialog, 142, 143 global application, 144 page, 61 Personalize, 267, 788 PFAC rules, 365 PFCG, 248, 263, 430, 688, 844 authorization roles, 836 ID, 139 role, 106 security roles, 876 Phase, 750 being completed, 761 build (configuration), 225 build activities, 850 Business Blueprint, 834, 848 business blueprint, 222 completed, 761 configuration, 222 control, 750, 757 created, 758 deploy, 233 development with release, 758 development without release, 758 Final Preparation, 836 go live, 760 Go Live & Support, 837 go-live preparation, 760 operate, 234 Project Preparation, 832 Realization, 835, 851 refine activities, 850 test, 226, 759 Piece lists, 99, 104 Pink Elephant, 60 Position, 119 Power users, 854 Predecessors, 520 Preliminary imports, 513 Printer, 595 incident, 271 Priorities, 664 Priorities of dates, 464 Priority, 463, 468 recommended, 275 Priority value, 275, 294, 463 assign levels, 469 Problem, 46 application, 399 categories, 412 categorization, 48 closure, 49 detection, 48 forward, 210 investigation and diagnosis, 48 lock incident, 209 logging,

88 Index Problem (Cont.) maintain details, 207 message, 203 new, 203 resolution, 49 review, 49 Problem Management, 46, 205 closure, 212 find problem, 207 follow-up tasks, 258 follow-ups, 210 notification, 211 provide solution, 210 receive problem, 207 SAP Solution Manager, 50 search for solution, 210 trigger from incident, 203 Process changes, 683 Process modeling, 347 Processing data, 196, 273 Processing information, 807 Processing log, 310, 478 Processor, 186 receive incident, 194 Product hierarchy, 103 Production, 536 buffer, 554, 569 client, 122 environment, 840 import, 760 support, 497 system, 814 Profile, assign to service product, 443 Program, /TMWFLOW/CONFIG_SERVICES, 823 Project buffer, 760 ID, 740 landscape, 749 landscape view, 819 logistics report, 824 management, 497 management capabilities, 497 manager, 843 navigate to, 746 phases, 526 Project (Cont.) relation, 630 sponsor, 842 Project assignment, 503, 733 of requests, 670 Project cycle, 727, 733, 747, 749 architecture, 747 complete, 766 phases, 750, 757 Proof of concept, 849 Provision, 338 Q Q-gates, 494 Quality assurance approval procedure, 654 Quality Assurance System (QAS), 39, 490, 554, 624 Quality Gate Management (QGM), 494, 629 Quality system, integration testing, 570 R Reassignment, 520 Recommended priorities, 166 Record time, process, 319 Reference documentation, 337 Reference objects, 525 Related links, 87 Related transactions, 311 Relationship, 276, 311 Release management, 533 Release/maintenance cycle, 604 Reminder, 318, 388 Remote communication, 649 Remote Function Call (RFC) see RFC Report /TMWFLOW/REP_CHANGE_MANAGER, 808 AI_SDK_USER_BP_GEN, 115 Reporter, 185 Reporting service, 717 Reporting/analytic strategy, 316 Repository (workbench) objects, 628 Request for change, 253, 531, 533, 536, 663,

89 Index Request for change (Cont.) analysis, 802 approval procedure, 522 extend scope, 510, 549 process, 536 start process, 539 template, 538 tools, 538 trigger, 538 validation, 509 Request for change document, levels of risk, 723 Request for Change Scope assignment block, 682 Request Fulfillment, 44 Request, validate, 542 Requester, 132, 532, 533 creates request for change, 539 Resource check, 290 Response profile, 324 Retrofit, 491, 615 apply data to implementation landscape, 619 auto import, 619 BC Set tool, 622 manual, 622 SAP Correction Workbench, 620 transport objects, 624 transport requests, 625 RFC, 410 connection, 299, 515, 739, 756, 820 destination, 649, 665 destination domain controller, 657 error, 770 infrastructure, 657 RICEFW, 844 Risk levels, 723 Roadmap, 91, 539 Role, 783 administrator, 321 configuration key, 131, 146, 147, 391 executive IT leadership, 783 maintain, 131 service lead, 783 support staff, 784 team lead, 784 Role-based access, 83 Role-based platform, 247 Roll out, 736 Root, 116 Root cause analysis tools, 210 Rule, 707 create, 376 processing, 331 simulate, 378 Rule modeler, 707 profile, 703 Ruleset, 368 S SAP Active Global Support (SAP AGS), 36, 161, 180 priority values, 275 SAP application components, 471 SAP Business Explorer (SAP BEx), 171 SAP BusinessObjects Dashboards, 782 SAP Collaboration, 173, 252, 275, 288, 435, 474 SAP Component, 292 SAP Correction Workbench, 620 SAP CRM, 53 business transaction, 99 infrastructure, 695 messaging functions, 864 organizational model, 331 standard dispatch, 335 SAP CRM document type, 497, 747 SMDV, 752 SMMN, 752 SAP CRM Web Client, 242 SAP CRM Web UI, 57, 174, 864 analytics, 784 architecture, 70 categorization schemas, 396 configuration and personalization, 128 configure layout, 145 customizing, 62, 391 cycle transaction, 753 first-level navigation, 75 framework, 60 incident available, 225 Internet browser,

90 Index SAP CRM Web UI (Cont.) key features, 59 limits for users, 67 maintain settings for partner determination, 362 navigate web pages, 64 navigation architecture, 62 object, 725 observation list, 167 page types, 77 partner function, 362 personalize, 62 personalize layout, 142 personalizing, 62 processing messages, 526 rule modeler, 707 saved search, 787 second-level navigation, 76 SLA time information, 324 slimmed down, 246 test case error, 229 test phase, 605 view standard transaction types, 721 web self-service, 245 work center, 63 SAP customer number, 102 SAP Customizing, 105 SAP ecosystem, 529 SAP ERP implementation methodology, 831 SAP ERP system, 555 SAP ERP transport layer, 644 SAP frontend integration, 240, 241 functional details, 242 SAP GUI message creation, 241 SAP IT Infrastructure Management, 280 SAP IT Service Management implementation external roles, 847 key roles, 842 SAP IT Service Management project, team, 841 SAP IT Service Management, ASAP Roadmap, 832 SAP ITSM BW dashboards, 796 KPIs, 792 optimization, 837 organizing implementation, 829 SAP ITSM (Cont.) reports, 782 service transactions, 784 URL, 67 SAP ITSM analytics, 782 roles, 783 SAP NetWeaver BW integration, 795 SAP ITSM implementation, blueprint and design, 848 SAP message details, 298 SAP NetWeaver AS ABAP, 493 SAP NetWeaver Business Client (NWBC), 242 SAP NetWeaver BW, 171 report, open tickets, 803 web templates, 795 SAP NetWeaver BW reporting, 783, 799 infrastructure, 794 SAP NetWeaver Portal, 242 SAP Note, 183, 290, 299 ABAP, 303 administration, 298 administration activities, 302 implement, 104 SAP xsearch, 300 search options, 300 Search with content, 300 SAP reference objects, 278 SAP roadmaps, 36 SAP Service Desk, 156 SAP Service Marketplace, 297, 299 SAP Solution Manager 1:n interface, 257 activate services, 668 architect, 847 audit capabilities, 310 business blueprint, 222 categorization, 391 configuration activities, 225 configure ABAP, 96 controlling client, 664 data collection, 807 development system, 838 Incident Management, 42 integration with third-party tools, 36 internal BW system, 782 key reporting and analytics,

91 Index SAP Solution Manager (Cont.) knowledge database, 182 landscape strategy, 837 maintenance, 839 organizational model, 115 owner, 846 prepare for ITSM, 89 Problem Management, 50 process integration, 34 projects and cycles, 731 resources, 182 SAP NetWeaver BW, 794 SAP Notes, 95 security guide, 852 send message to SAP, 173 Service Desk, 58 services to support ChaRM, 664 size production system, 841 Sizing Guide, 873 standard dispatch, 336 systems integration, 34 Technical Operations, 234 Time Recording, 315 tools integration, 33 track changes, 816 users, 115 Work Center, 82 SAP Solution Manager 7.1, 863 ChaRM enhancements, 500 import strategy, 649 installation and configuration, 90 new features, 161 sandbox installation, 869 system preparation, 92 upgrade vs. install, 870 SAP Solution Manager Diagnostics, 182, 198, 210 SAP Solution Manager IMG, 670, 699 extended configuration, 709 SAP Solution Manager project architecture, 734 create, 739 types, 735 SAP solutions, 732 SAP standards for solution operations, 36 SAP Supplier Relationship Management (SAP SRM), 806 SAP Support, 102, 244, 250, 251, 299 backbone, 289, 297, 530 communication, 289 SAP Support message, 289 prerequisites, 292 SAP Support also see Level 3 support SAP S-user, 103 SAP workflow integration, 307 SAP xsearch, 289, 300 SAP_BASIS, 650 SAP_SOLUTION_MANAGER_TEMPLATE, 394 SAPconnect, 461 Saved search, 71, 190, 207 capability, 787 create, 192 delete, 193 Schedule condition, 457, 696 Schedule Manager, 667, 754, 769 Scheduling, 750 Schema, 270 new version, 401 second, 408 update active, 401 Scope, 510, 678, 732, 833 extend, 511 extension, 510, 523, 548 item, 595 Search, 79, 784 and monitoring, 526 criteria, 788 Security activities, 857 Security concept, 106, 109 Security lead, 844 Security matrix, 852 Service and response violations, 322 Service Desk, 159, 180, 864 integrate Time Recording, 316 SAP frontend integration, 241 Service Desk manager, 845 Service employee, 532, 533 Service lead, 783 Service Level Agreement (SLA) see SLA 898

92 Index Service Level Management, 321 IRT, 322 MPT, 323 service profile, 324 Service message, 223 lifecycle, 338 time recording, 385 Service Operations area, 707 Service profile, 324, 439 Service request, 43, 306, 355 find/create, 215 receive for processing, 216 Service Request Management, 43, 213 Service team, 186, 299 Service transaction, 215, 330, 533 search, monitor, report, 784 Set-up client, 666 Shortcuts, 78 Single Sign-On (SSO), 515 Sizing guide, 841 SLA, 274, 322, 439, 541, 784 assignment blocks, 325 define determination Procedure, 444 determination based on service product, 443 time information, 326 SLA escalation, 439, 664 activate, 451 Smart Form, 455 SMMN 7.1 maintenance cycle, 880 SMTP settings, 459 SOLAR01, 222 create incident, 224 Sold-to party, 110, 116, 186 SOLMAN_SETUP, 90, 354, 661, 739, 796, 835 Architecture, 91 basic configuration, 97 Change Request Management, 104 check installation, 94 configure automatically, 98 configure TMS, 648 create users, 92 Incident and Problem Management, 99 incident default settings, 235 ITSM, 98 prepare landscape, 96 SOLMANDSPTCH, 67, 262 SOLMANPRO, 262, 266 SOLMANREQU, 67, 262 Solution, 737 category, 166, 272, 390, 412 element, 538 provide to requester, 204 search for, 198 text, 211 Source and compare systems, 818 Standard determination, 705 Standard transport layer, 652 Start condition, 459 Status, 684 administration, 684 authorization keys, 683 dependency, 436 mapping, 435 profile, 664 text, 288 Status profile, 424 settings, 424 Status value, 425, 683 attributes, 428, 686 create new, 426 define authorization keys, 687 trigger, 692 Status-dependent import, 507, 719 Status-dependent required fields, 437 Step approval, 704 Substitutes for processing messages, 169 Summary & Send, 296 Support employee, 321 Support messages, 168 link, 171 Support staff, 784 Support team, 110, 116, 331, 332 automatic determination, 380 availability times, 439 determination, 365, 664 members, 248 S-User assignment, 103 Synchronized objects, 615 Synchronizing changes, 616 System analysis, 817 System data, 282, 291 System Landscape Directory (SLD),

93 Index System links, 71 System template, 163, 284 Systemically synchronized, 619 Systems, 114 T Table /TMWFLOW/OLDPROJ, 880 BCOS_CUST, 101, 105 Target system, 620 Task, 258 create, 258 Task list, 556, 557, 565, 624, 761 control CTS, 754 cycle, 748 individual, 586 report, 825 retrofitting, 618 unlock, 765 Team lead, 784 Team member representatives, 845 Technical and end users, 106 Technical data collector, 808 Technical monitoring and alerting, 234 Technical Operations, 234 Technical Profile, 130, 137 adapt for minor changes, 138 DEFAULT_SOLMANPRO, 138 Technician, 590 Template, 341, 538, 734 blank, 606 ID, 287 incident, 164 project, 633 project integration, 287 text, 163 Test case error, 227 create, 227 Test error see defect correction Test management, 286 Test package, 287 Test phase, 226 Test result, 535 Test system, 535, 565 Test transport, 553, 559, 604 import, 565 Test type, Information for SAP, 282 Test workbench, 524 Tester, 532, 535, 567 add instructions for, 579 creates defect correction, 606 tests defect correction, 611 Tests general change, 598 tests urgent change, 581 Text description, 280 Text determination, 682 procedure, 414 Text formatting, 418 Text ID mapping, 682 Text log, 285, 298, 602 Text management, 172, 413, 664 Text template, 163, 283, 420 activate, 422 create, 421 insert, 285, 295 system, 284 user, 283 Text type, 281, 413 additional information, 295 assign to text determination procedure, 416 create new, 414 filter, 285 segregate, 281 Third-party help desk tools, 254 Three-tier SAP ERP landscape, 617 Tickets, 785, 794 Tiered service organization, 179 paths, 184 Tiered support structure, 180 Time Recording, 174, 315, 385, 664 activity types, 316 reminders, 318, 388 standard fields, 320 time unit value, 319 Time stamp, 323, 327 Time unit value, 319, 387 TMS, 489, 494, 498, 531, 557, 628, 647, 733, 739, 839 authorization, 822 background jobs,

94 Index TMS (Cont.) central management, 498 defect correction, 604 enable for ChaRM, 651 integrate with normal changes, 559 navigate from SAP Solution Manager, 648 TMS Trusted Services, 650 Traceability, 489 Track working time per messages, 315 Tracking, 717 Training, 37 strategy, 854 Transaction /TMWFLOW/CMSCONF, 671 /TMWFLOW/MAINTINST, 825 /TMWFLOW/PROJ, 824 /TMWFLOW/REPORTINGN, 810 /TMWFLOW/TRMO, 717, 816, 817 AI_CRM CPY_PROCTYPE, 662 AI_CRM_CPY_PROCTYPE, 354 BP, 111, 116, 169 BP_GEN, 113 BRFPLUS, 365 CMRC_ACTION_DEF, 692 COMMPR01, 443 CRMC_ACTION_CONF, 456, 695 CRMC_ACTION_DEF, 380, 382, 388, 452 CRMC_NR_RA_INCDNT, 125 CRMC_NR_RA_PROBLM, 123 CRMC_NR_RA_SERVICE, 125 DNO_CUST01, 463 DNO_CUST04, 231, 451 IB52, 121, 279 LMDB, 658 lock together, 277 PFAC, 334 PFCG, 130, 433, 689 RMMAIN, 539 SCMA, 756 SCOT, 459 SCWB, 620 SE09, 564, 579, 610 SE38, 717, 823 SM30, 116, 449 SMARTFORMS, 455 SMSY, 97, 649 Transaction (Cont.) SNOTE, 95, 104, 302 SNUM, 128 SOLAR_EVAL, 809 SOLAR_PROJECT_ADMIN, 739 SOLAR01, 538 SOLAR02, 225, 538 SOLMAN_SETUP see SOLMAN_SETUP SOLMAN_WORKCENTER, 64, 85, 228 SPRO_ADMIN, 744 STMS, 653 STWB_WORK, 287 SU01, 110, 141, 263 Transaction Copy tool, 214, 354, 424, 500, 662, 852 Transaction data, 80 Transaction type, 162, 194, 500, 865 assign number range value, 126 assign to catalog category, 394, 407 assign to schema, 399 classify, 101 copy, 99 copy standard, 851 copying control, 475 define copying control rules, 675 follow-up, 340 for incident, 101 general change, 595 incident, 230 KNAR, 337, 340 link, 172 new with 7.1, 59 open in project cycle, 727 relationships, 276 SDCR, 537 search for in SAP CRM Web UI, 721 service, 311 SMAD, 588 SMCR, 537, 663 SMDT, 227, 229 SMHF, 663 SMIN incident, 355 SMPR, 206 SMRQ, 45, 355 task, 258 YMIN,

95 Index Transaction type (Cont.) ZMIN, 674 ZMMJ, 812 Transport, 493, 652 create/release, 605 details, 813 domain controller, 656 logs, 516, 584 routes, 652 strategy, 654 track, 652 Transport Management System (TMS) see TMS Transport object, 840 Transport of copies, 553 Transport processes, 533 Transport request, 493, 501, 515, 553, 709, 821, 858 assign to project, 671 compare between systems, 818 decouple, 501 handling, 552 import strategy, 719 number, 814 open handling, 770 released handling, 770 restricted, 564 status, 817 status-dependent import, 507 task details, 580 Transport request tracking, 816 project analysis, 819 request analysis, 821 system analysis, 816 Transporting, 493 Trigger imports, 565 U UI Configuration, 405 UI Configuration tool, 356, 391, 407 UI framework, 132 UI objects, 724 Unit test, 759 Unlock, 277 Update project phase, 763 Upgrade, 736, 867 hardware and sizing considerations, 872 project, 734 Urgency configuration, 463 Urgency level, 274 Urgent change, 663, 751 confirmation, 586 definition, 771 individual task lists, 757 parallel, 633 process, 575, 576, 683 start Retrofit, 624 workflow, 575 URL, 303 User acceptance testing, 836 assignment, 139 create automatically, 113 create manually, 111 maintenance, 110 master ID, 332 preferences, 61, 142 status values, 435 template, 163, 283 User group, view knowledge article, 348 User interface, predefined, 262 V Validation, 292, 509, 531 Violations, 322 Visibility direct links, 135 work center, 135 W Warning, 449, 631 types, 518 Web 2.0, 60 Web Dynpro applications, 668 Web Dynpro for ABAP, 85 Web self-service, 240, 245 Work Center, 247 Web Service Configuration, 96 Web UI,

96 Index Web-based applications, 668 Web-based UI, 60 Work area, 87 title, 71 toolbar, 71 Work Center, 82 Work center adapt visibility, 135 architecture, 85 Business Process Operations, 236 Incident Management, 192, 340 make inactive, 135 My Saved Searches, 787 navigate, 85 observation list, 167 page, 63 Technical Monitoring, 235 Work center (Cont.) Test Management, 228 web self-service, 247 Workarounds, 49 Workbench object, 712 Workflow, 674, 683, 850 configuration, 840 Worklist, 194, 207, 479, 791 IMG activities, 479 transaction types, 480 Y Y* partner determination procedure, 361 YMIN0001, 358 Z ZDEFAULT_SOLMANPRO,